ComplaintsforJack Ingram Motors, Inc.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My 2019 Audi A8 L was delivered to the ************************* service department on 12/16/2022 and was told it would be looked at in a few days. The vehicle was diagnosed nearly 2 weeks later on 12/28/2022, parts needed to repair the vehicle were delivered to the service department on 12/30/2022. It is now 1/6/2023 and the parts have still not been installed and the service department cannot give me a date as to when the vehicle will be ready. I have spent over $1500.00 in rental car costs over the past 3 weeks. I need to know when my vehicle will be repaired, I have called and left several messages with service consultant ***************************** *************) however she has NEVER returned any of my calls. Can you please help me get an answer from this service department.*************** *************************************************************

  

  Business response

  01/23/2023

  To whom it may concern we did finish Mr. ******* car and everything is cleared up. Customer said he would remove complaint.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2022, I traded in a vehicle and purchased a new Jeep Wrangler from dealership. Dealership promised new softwindows for the jeep in 4-6 weeks. Dealership was informed I was moving due to military reassignment. It is now a July 2022 and have yet to receive all the windows required. Attempted to contact dealership via phone email. Dealership stop contact june 2022. Dealership owes also money for having to purchase new tires for jeep as well.

  

  Business response

  07/29/2022

  We are very aware of the windows for the jeep and have been trying to get them in for some time now. While some of the zip in windows have come in and we have given those to the customer he is still waiting on 2 rear quarter windows to come in. The problem with the missing windows is availability many parts of many industries are on back order with supply chain restraints. We have followed up on our order and have been told we are still in line to receive them and when they arrive we will expedite them straight to the customer. We certainly apologize for the wait time on these and not forgotten about the customer and what he is owed. 

  The purchase of "new tires" is not something we can speak too since we did not have an agreement verbally or in writing to replace multiple tires, we did how ever agree to reimburse the customer for a spare tire. The customer discovered a hole in the wall of the spare tire, both parties agreed this is a safety issue for the customer and we offered to reimburse the customer for the cost of one new spare tire. We have yet to receive a receipt or any proof of purchase for a new tire from the customer, once we do we would be happy to make that right with them.

  We apologize for any and all miscommunication thus far with our customer and hope to rectify anything we agreed to help with at point of purchase. 

   

   

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 2, 2021, my wife drove my 2018 Audi Q5 to Jack Ingram Audi in Montgomery, AL, to conduct a multi-point inspection (Vehicle still under warranty, made a reservation prior for the multi-point inspection service ONLY). According to my wife, the Service Advisor, Mr. Jonathan Boston, neither asked any questions nor provided any offer. However, he made her to sign on the document. On the same day, I received a phone call in the later afternoon from Mr. Boston stating that they conducted the multi-point inspection on my vehicle and found no issue. Also, his technicians conducted a 40,000-mile service on my Audi Q5 and I owe him $723.20. I protested that I did not agree for the 40,000-mile service and I cross checked with my wife that he never mentioned that service to her but asked her to sign on the document. When I mentioned these, he apologized for his mistake. I told him that I will pick up my car the next day, September 3, 2022. On September 3, 2022, I visited the Dealership to find out about the incident and Mr. Jonathan Boston apologized to me for conducting the 40,000-mile service without my approval and offered "military discount" instead, making my bill to go down from $723.20 to $606.25. Even if he provided a discount for the service, I should not be responsible for the service that I and my wife never agreed on. This kind of deceptive business practice to make money out of the customers should perish in the 21st Century auto service industry and thus I demand a full refund of my payment of $606.25 to Jack Ingram Audi in Montgomery, AL.

  

  Business response

  04/28/2022

  28 April 2022

  Case # ********
  Consumer Info:
  *****  ****
  **** ******** ** *** ***
  *********** ** *****
  
  On 2 September 2021, Mrs. **** arrived for her appointment to have her Q5 serviced.  The appointment was scheduled for the 40,000-mile service and the check engine light diagnosis.  We also performed a complimentary Multi Point Inspection.

  Jonathan, Mrs. ****’s service advisor confirmed the services to be performed.  During the drop off time the items that were being replaced were reviewed, high lighted and the repair was signed by the customer confirming the needed services. 

  We also have a signed final invoice and receipt when the car was delivered back to the customer. 
  Once Mr. **** received a text with the final invoice cost, he called Jonathan to review the services performed.  At this time, it was determined that Mrs. **** did not fully understand.  Due to the language barrier, it was decided that a $125.00 discount would be applied for customer satisfaction.
  At no point in time was Jack Ingram Motors practicing deceptive sales tactics.  We had a signed Repair Order before any work was performed and a signed final invoice with the total amount clearly stated. 
  At this time Jack Ingram Motors will once again offer a discount for customer satisfaction.  Along with the $125.00 discount that was already applied, we would like to offer Mr. **** the option of paying for the parts and Jack Ingram Motors will pay for the labor charges.  This will give Mr. **** an additional $241.78 discount.  Bringing the discount on this $731.25 service down to $364.47.  We feel this offer is more than fair and purely for customer satisfaction. 
  If Mr. **** chooses to accept this offer, he can contact Jonathan at 334-260-7221 or by email jonthan.boston@jackingram.com
  
  Thank You,
  **** *******
  Service Director

  

  Business response

  04/28/2022

  28 April 2022

  Case # ********
  Consumer Info:
  *****  ****
  **** ******** ** *** ***
  *********** ** *****
  
  On 2 September 2021, Mrs. **** arrived for her appointment to have her Q5 serviced.  The appointment was scheduled for the 40,000-mile service and the check engine light diagnosis.  We also performed a complimentary Multi Point Inspection.

  Jonathan, Mrs. ****’s service advisor confirmed the services to be performed.  During the drop off time the items that were being replaced were reviewed, high lighted and the repair was signed by the customer confirming the needed services. 

  We also have a signed final invoice and receipt when the car was delivered back to the customer. 
  Once Mr. **** received a text with the final invoice cost, he called Jonathan to review the services performed.  At this time, it was determined that Mrs. **** did not fully understand.  Due to the language barrier, it was decided that a $125.00 discount would be applied for customer satisfaction.
  At no point in time was Jack Ingram Motors practicing deceptive sales tactics.  We had a signed Repair Order before any work was performed and a signed final invoice with the total amount clearly stated. 
  At this time Jack Ingram Motors will once again offer a discount for customer satisfaction.  Along with the $125.00 discount that was already applied, we would like to offer Mr. **** the option of paying for the parts and Jack Ingram Motors will pay for the labor charges.  This will give Mr. **** an additional $241.78 discount.  Bringing the discount on this $731.25 service down to $364.47.  We feel this offer is more than fair and purely for customer satisfaction. 
  If Mr. **** chooses to accept this offer, he can contact Jonathan at 334-260-7221 or by email jonthan.boston@jackingram.com
  
  Thank You,
  **** *******
  Service Director

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Back in March matter of fact the 4th that Friday I came by the service department to get my infotainment system fixed. The first time I came by the shop they updated my system and come to find out I needed a part for my system. I waited 2weeks called back the guy in parts department act like he didn't know what was going on and stated he was going to call me back but of course he never did. Waited another week and called again and the same thing happened he act like he didn't know and put me on hold to talk with ****** but he hung up in my face and didn't try to call back so that's when I decided to go up there. Come to find out the part was not on back order and it came in 2days later that Friday and ****** told me to come by the following Wednesday to get the part installed and now they asking me do I have an appointment and they can't get to it today this is so frustrating and confusing and I feel like they don't wanna help like I told them my money pays just like the next person and my car is a 2018 Passat under warranty I don't get it

  

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/04/08) */ 8 April 2022 Case Number: XXXXXXXX To Whom it May Concern: Mr. ******** has two repair orders for his vehicle at Jack ****** Motors. The first RO was dated 3/4/22. The vehicle came in for radio freezing up. We also performed a multi-point inspection on the vehicle. This is a complimentary inspection that is performed on every vehicle that comes in for service. At that time a USB Port was special ordered in for the vehicle. Mr. ******** stated that after waiting two weeks he called back into check on his special ordered part. During this contact Mr. ******** stated Jack ****** Motors did not handle the situation with the best customer service. Mr. ******** is correct, we did not. Not only did Mr. ********'s special order "drop" out of the system, we also did not handle his needs over the phone in the correct manner. We do apologize for our conduct. At no point in time should any of our employees "hang up" the phone in a customer's face. As a result of Mr. ******** coming the dealership to check on his parts, it was at that time Joanna confirmed that the special order did not get handled as per our policy. The part was ordered on 3/31/22, arriving at the dealership 4/1/22. I do not fully understand the timeline for Mr. ********'s statement, "Joanna told me to come by the following Wednesday to get the part installed and now they asking me do I have an appointment and they can't get to it today". The second repair order for his vehicle was opened on 4/6/22 to have the special-order USB Port installed. During the repair the part was installed and would not program to the vehicle. After multiple attempts and contacting the manufacturer's technical support line, it was decided that the new part was also faulty, and another USB Port needed to be special ordered in. I do understand Mr. ********'s frustration when a vehicle is not working as designed. It is always frustrating when parts are not available, and you must return multiple times to have the repair completed. Then when the dealership drops the ball and does not order parts and customer service skills are not the best the frustration level rises. At this time, Mr. ********'s special has been ordered in and arrived at the dealership today, 4/8/22. Mr. ******** will be contacted by our Appt Coordinator to have an appointment scheduled for installation. This repair with program could take approximately two hours. Mr. ********'s desired resolution is the finish the job, repair. It is Jack ****** Motors' intention to complete and repair the vehicle also. Consumer Response /* (2000, 7, 2022/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) the part was installed properly and Ms Joanna was very helpful with my frustration at that time after coming back on 3 different ocassion but the part is installed and working. thanks

• Initial Complaint

  02/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On March 27, 2018, I. ******** *******, was manipulated, financially abused and indebted by fraudulent means thru Jack ****** Motors. I have filed disputes with all three credit bureaus to have loan removed from my credit reports, but Credit Acceptance insists everything on the loan is correct. Yet I want to know how I could be approved for loan based on my social security disability net income at the time. Jack Ingram Motors treatment towards me was uncalled for, unfair, cruel, abusive, and ILLEGAL. Predatory subprime lending at 14.95% for 72 months. Low income living on SSDI and taken advantage of by Jack Ingram Motors has taken a toll on me, my credit report but more importantly my health. There are several reasons as to why I am reporting this now, but the main reasons for delay are due to Mr ******* declining health, COVID, and my own mental health. I'm not going to state exactly everything I have reviewed and reached my conclusions on. Salesman ******** ***** and his sidekick finance manager know exactly what they said and did. Their sales files should be audited and investigated thoroughly. I was manipulated into co-signing with Mr *******, and I come out of a rushed closing as primary borrower and Mr ******* as cosigner. Mr ******* noticed the error outside while talking to salesman ******** ****** He asked Mr Jones to correct the paperwork but he just turned and walked away. Mr ******* tried returning the car the next day, but they refused. No permanent home and address, no paperwork correction, no car return, no payment from Mr *******. Again, Jack Ingram Motors treatment towards me was uncalled for, unfair, cruel, abusive, and ILLEGAL.

  

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/02/28) */ While we at Jack Ingram acknowledge and are very sympathetic towards all the difficulties and hardship that been but in ******** ******* life in the last 4 years, we are not sure if we have any blame in the purchase of the automobile. To address the first issue about the loan we do not grant approval or set out the terms for an approval. Jack Ingram submits the loan application to the bank like a third-party agent the bank then makes a decision based on the car, the credit, and the equity. Once they send over the decision, they then begin the process of verifying the information submitted to them. The bank will then verify residence and income of the customer on the application to validate the deal to the bank's underwriters, so the justification of ********'s loan from a legal standpoint are between ******** and the bank directly. Since banks have there on standards of practice and are highly regulated by federal and state government agencies, I think any further dive would reveal they are in line with fair lending laws. Now in regards to the request to return or exchange the vehicle, obviously at near the four year mark from point of purchase the value of the car has been diminished to a point that no refund can be made. However, we like many dealers are in a big need for inventory and would like any opportunity to trade ******** out of the car, values are at record highs, and we will be aggressive on the value to be as helpful as possible. Thank you! Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I said, I did not not go to Jack Ingram Motors to purchase a new car. I wasn't shopping for a new car, and only went to dealership with Mr *******. Please reread my complaint! I was asked by *** ***** if I would COSIGN for Mr *******. I was very hesitant, but eventually agreed. I knew Mr ******* had the income, and good history of paying for car loans in the past. I however did not have the income to pay such a high pmt + ins. You state Jack Ingram Motors doesn't have anything with loan process yet I was told by salesman after I agreed to COSIGN that I had good credit...one of many lies told by the salesman ********! I was lied to and I was scammed. Scammed into signing loan docs without being shown the original loan docs for my review. And finance manager in on the scam didn't explain each document thoroughly, and instead rushing us through the closing covering up loan details while telling us to sign here and there, initial here and there. And upon receiving our loan docs, Mr ******* notices that he's not the borrower, and instead the cosigner. And me the borrower. The whole experience was a scam. I didn't even look at cars that day. As a matter of fact, neither did Mr *******. *** ***** drove what was to be Mr ******* car to the door for him to see...the one and only car option for Mr *******. I want the loan forgiven, removed from mine and Mr ******* credit reports, and I want the title to the vehicle. Mr ******* health is declining and due to the number of vehicles he has totaled or wrecked in the past including the Nissan Sentra. We are unfortunately without anything else to drive except for the Nissan Sentra at this time. And due to Jack Ingram Motors scamming me into a loan by fraudulent means in which I could not pay, and has hindered my ability to qualify for a mortgage loan. We cannot get mortgage financing until the fraudulent loan is removed from our credit reports. I can't trade the Nissan Sentra, because it was charged off and closed by Regional acceptance. Besides that, I don't have the income or credit to qualify or purchase a car...If I did, I certainly wouldn't purchase from Jack Ingram Motors... being lied to and scammed by your dealership once already and I don't have any future plans of it happening again. Please be advised that I have filed additional complaints to the FTC AND THE AG of Alabama. The fraudulent transaction schemed by Jack Ingram Motors in March 2018 needs to be thoroughly investigated. Business Response /* (4000, 10, 2022/03/11) */ We believe we see some of the confusion and after almost four years we understand how this can get confused. Just to reverify the dealership is an independent business with no banking connections at all. Jack Ingram simply sells cars not loans. We do submit the buyers credit statement over to the bank but we do not approve or condition the customer at all that is for the banks and the bank alone. Its sounds as though *** ****** the salesman, was trying to help you and Mr. ******* get the right information together that the bank had requested to process the loan. Gathering information to help the customer get a loan does not make us a lender it makes us an agent for the customer to give them the best service possible. The fact someone is a cosigner or just a buyer there is no difference to the bank the weight of loan is put equally on both parties and being on a loan is a volunteer only situation and no one can make you do it, that is how the bank got all your information by the act of giving up your info freely. Keeping in mind you could have not provided your private information to the bank at any time. The fact is we don't scam people at all we are a proud 63 year old business and that does not happen with out building a solid foundation of treating customers honestly and with respect. That is why we also take so much effort in recording our sessions in the Finance office where you signed all the paperwork, to give accountability to the whole process where we legally disclose all the information and terms of the loan. Please keep in mind that at anytime and at any stage you the customer can choose not to do any of these. The whole process starting with Rod, the business office, to taking delivery of the car can take over 4 hours. More than enough time to not go through with anything you are not comfortable to do. In fact we would prefer anyone to not obligate themselves to any loan with out the ability to pay it back that only hurts our ability to have more future customers. The fact is you had more chances to not buy a car as a cosigner than to buy it, so we can only acknowledge that with all the recordings, disclosures, and all the time you had to not buy this car and did any way we did not scam anyone at all. If there is any scam it is a customer asking 4 years later for a free car in exchange for a decision they made freely and now regret. Our offer still stands to help trade the car in and help max out the value relative to the market but we can not pay off your car loan in your name because you chose to sign for it. This is our final and last response to this matter. Thank you

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a 2022 VW Taos and was charged for a extended warranty that the price was not disclosed at signing. It was simply stated that it comes with the vehicle now when in fact it doesn't it costs 700.00 the amount needs to be refunded and warranty cancelled immediately.

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/14) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@jackingram.com The Term Care that was purchased was fully disclosed on the purchase contract and on the contract for the protection. All items of the protection were initialed and signed off on by the buyer. The contract has since been cancelled by the consumers request. Consumer Response /* (2000, 7, 2021/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I signed the contract but it was stated that this comes with the vehicles now so I signed thinking it comes with the 2022 VW vehicles. However no one mentioned a word that it's 700.00. When you go to the grocery store and the cashier decides to ring up extra items what are you going to do pay for them because she added them and said oh that goes with your groceries. Ahhhh no ma'am it does not I'm not paying extra and you're going to make them take off. You shouldn't add things to peoples contracts or purchases without saying anything. At lease tell them hey this is the extra care warranty it's 700.00 because you know I would've said no I don't want it. It's not right no matter which way you look at it. You don't just add extra items to anything a customer buys no matter what line of business you are in. I've purchased 4 vehicles from Jack Ingram and not one time have they added a extra warranty to them and the last 3 I purchased they were clear and asked hey we have a couple of different extra warranty options and explained them and asked did I want to add them to my purchase and I would say no. Why didn't that happen this time why was it just said hey this comes with the vehicle. Nothing was said hey this extended warranty is 700.00 do you want it nah we won't say that just add it he will never look at anything. That's not right I will admit I did initial and sign but I only initialed and signed because it was stated it comes with the vehicle now.

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