ComplaintsforJohn Hinderer Chrysler Jeep Dodge Ram

• Initial Complaint

  08/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against **** Hinderer ************* regarding the deceptive practices they employed during the sale of my vehicle. As a military veteran, I expected honesty and transparency, but instead, I was misled in a way that has put me in a terrible financial situation.When I was presented with the loan terms, they were rushed through and described in a deceitful manner. The payments were presented to me as bi-weekly, but I was led to believe they were monthly. This misrepresentation was not clarified before the contract was signed, and it has significantly increased my financial burden.Furthermore, I was sold on every extended warranty program available, which inflated the cost of the loan even more. The interest rate I was given is nearly double what I had on the car loan for the vehicle I was trading in. Now, I find myself unable to refinance because I owe far more than the car is worth, due to the inflated loan and high-interest rate.It is clear that this dealership did not act in my best interest. Their practices have left me in a difficult financial position, and I believe that their lending practices, as well as the lenders they work with, need to be thoroughly evaluated. No consumer should have to go through what I have experienced, and I hope that this complaint prompts a serious review of their business practices.I request that Hinderer ************* be held accountable for their actions and that steps be taken to ensure that future customers are not subjected to the same deceptive tactics.

  Customer response

  08/14/2024

  Purchased a new 2022 Jeep Compass on May 23, 2023.  Previous year model at 2023 price tag and then they added in all the warranty and service contract took my final financed amount to $48,801 plus $2,000 dollars that I put down as a down payment at an interest rate of 20.5%.  I am a 10 year military Airforce veteran who takes care of my father who is a 100% disabled Army Vietnam veteran.  The promotion the dealership was running was for Memorial Day and military veterans special.  I made it clear to the car salesman the only reason I was looking to get another vehicle was so that my father could get into my vehicle easier and I could put his wheelchair in the car. My father can barely walk and had a lot of trouble getting into my *****.  If I knew the horrible situation they were putting me in, I would have just kept my ***** IS that had very low miles under 30k miles on it. The ***** was due for new tires, I could have used my down payment of $2,000 towards new tires and kept my car payment then of $751 per month at a 10% rate.  The dealership did not have my best interest in mind at all.  They sold me a previous year model at full price for 2023, added in every possible warranty and service program at a very high interest rate.  They were very pushy stating I had to make a decision that day as they were running a memorial day 'veteran sale' which is what brought me in there thinking it was a military veteran promotion.  They rushed the deal as they were getting ready to close and the sales guy presented me with a worksheet of bi-weekly payments of $602. 

  My current payoff for this car as of today 8/14/2024 is $42,662.00.  The car is valued at $25,500.  I have requested multiple times with the lender to lower my interest rate, give me a reasonable payoff - they have denied my request.  This car payment of $1204 plus my car insurance is $150 a month is almost as much as my mortgage payment.  It is really putting me in a very difficult financial situation. 

  

  Business response

  08/15/2024

  Thank you so much for sharing your concern on your Jeep Compass.  **** Hinderer CDJR doesn't set the interest rates or terms on your installment contract, those would be determined by the lender at the time of purchase.  You can refinance your vehicle at any time.  Have considered refinancing the vehicle?  We are more than happy to connect you with a lender that may be able to help accomplish a payment that is more inline with your budget needs.  

  Customer response

  08/19/2024

  
  *********************** <***********************************************;
  Aug 15, 2024, 4:44 PM (4 days ago)
  to ********************************************************
  
  Hi ******,
  Thank you for your assistance and for forwarding my complaint to Hinderer ************** I wanted to provide you with an update on the steps I have taken since filing my complaint with the Better Business Bureau.
  In addition to my filings with the *** and the ************************************* I also contacted Senator ***************************** office, and I received a response today. Senator *****, who chairs the ************************* had a team member named *********, who handles *** filings, request that the *** expedite my case and initiate an investigation.
  Below is the letter I sent to Senator *****, outlining my experience with Hinderer ************* and Flagship Credit Acceptance:
  Subject: Request for Investigation into Predatory Lending Practices Involving Hinderer ************* and Flagship Credit Acceptance
  Dear Senator *****,
  I am writing to you as a proud Ohioan, a military veteran, and someone who shares your deep concern about predatory lending practices. I greatly admire your work and advocacy in this area, and I am reaching out for your support in addressing what I believe to be a clear case of predatory lending that I have recently experienced.
  On Memorial Day weekend in 2023, I purchased a 2022 Jeep Compass from Hinderer *************, drawn by their advertised "military discount." As both my father, a 100% disabled Vietnam veteran, and I have served our country (I served 10 years in the Air Force as a flight medic), I expected transparency and honesty in this transaction. My decision to consider a new vehicle was driven by my father's difficulty getting in and out of my previous car, a 2018 ***** IS with 18k miles, a 10% interest rate, and monthly payments of $650. I needed a vehicle with more space to accommodate his wheelchair.
  During the transaction, I was pressured to make an immediate purchase to secure the "military discount." This resulted in a significantly inflated price of $44,186 for the Jeep Compass, coupled with a staggering 20.5% interest rate. Additionally, I was compelled to purchase various service programs and extended warranties. The dealership presented the loan as bi-weekly payments, misleading me into believing this was a temporary arrangement until I could refinance with my local credit union.
  I have repeatedly requested that Flagship Credit Acceptance lower my interest rate, but my requests have been declined. I have also reached out to Hinderer *************, and they advised me to continue making payments for a year and then attempt to refinance the loan. However, due to the inflated purchase price, high-interest rate, and additional warranties and service programs, I am left with a payoff of $42,000 on a car that is only worth $26,000. This has made it impossible for me to refinance, leaving me trapped in an unfair and financially devastating situation.
  It is evident that Hinderer ************* did not act in my best interest. I am requesting that they take the car back and work directly with the lender, Flagship Credit Acceptance, to reach an agreement on the payoff. I believe that Hinderer ************* should be held accountable for their actions, and I urge a thorough evaluation of their lending practices and partnerships with lenders. No consumer should be subjected to the kind of deceptive tactics I experienced.
  After realizing the extent of this situation, I have filed complaints with the *** and the ************************************* I am also reaching out to you, as Chairman of the ************************* to request an investigation into this matter and to advocate for stronger regulations to protect others from falling victim to similar predatory lending practices.
  I believe that both Flagship Credit Acceptance and the dealership need to be held accountable for their actions. I am asking for your assistance in ensuring that this situation is addressed, potentially through a buyback of the vehicle, and that measures are taken to prevent this from happening to others in the future.
  I deeply appreciate your time and consideration of this matter and your continued efforts to combat predatory lending. Your leadership in this area gives me hope that justice can be achieved not only for myself but for others who may be vulnerable to similar practices.

  

  Business response

  08/26/2024

  Thank you so much for your update to us.  We will wait to hear from your representation shortly.  All the best, JH CDJR

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 6, 2024 we traded in our 2019 Jeep wrangler for a 2024 Wrangler. There is an outstanding loan on the original 2019 Jepp that the dealership is to pay off. They stated it should take 5-7 days to do so. As of July 12, 2024 this has not been done, nor has the Dealership attempted to contact the loan lien holder. They have (somehow) already sold our 2019 Jeep - how they did this with no title I don't know. We tried calling them multiple times between July 2 and the 12th - with no call backs. I personally went to the sales manager on July 12th to complain and find out whats the delay. He said they will get it done next week and contact me. It is now july 16th and no word from them.

  

  Business response

  07/29/2024

  Good afternoon and thank you so much for sharing your feedback.  Generally speaking it takes longer than 5-7 days for a payoff to be completed and recognized by the lien holder especially as lenders do not work every calendar day.  The lien holder is only required to provide the title to the dealer in 21 days after the cancellation of the lien, therefore in Ohio, all dealers are permitted to sell vehicles as wait for titles.  In reviewing our information here in the system, we do have you as a customer that purchased a vehicle from John Hinderer CDJR.  Please let us know if there some confusion?  Thanks!

  Customer response

  08/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21997399
  
  I am rejecting this response because: 

  Thank you for responding - but your response makes it clear to me that you still maintain poor communications with customers.

  The reason I say this is I am not sure you know who you are responding to. The purchase was a JEEP not a KIA! 

  and the MAIN reason for our complaint is that you failed to provide a pay-off - or CONTACT the loan company in 37 days. 

  Your continued dodging of the problem makes it clear me of your intents - that you really don't care. 

  Don't worry - we'll never step foot in there again. 
  
  Regards,
  
  **** ******

  

  Business response

  08/14/2024

  ****, thank you so much for your feedback and we totally understand.  We wish you the best in all your future endeavors and hope to have a chance to earn your good favor in the future.  All the best.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used **** ***** ********* with ~65k miles. For the first 22 mos. Things were fine. Late June 2023 it had engine failure. The dealership did the repairs under the warranty provided to me when I purchased the truck. It took 7 weeks to complete and I had to rent a car during this time at a cost of $1,500. While frustrating it took so long I was pleased to get rebuilt engine. Early February 2024, the front differential and transfer case needed replaced. Again, covered by warranty. I had to drive out to the dealership 4 times (it is an hour away) for the technicians to get the correct part numbers. Took over six weeks before parts were ordered. I was able to drive it this time so not as big of deal, but two weeks ago the transmission went out. I have been renting a vehicle for two weeks now. Now two weeks later they have not even fully diagnosed the issue and have told me it needs to go to a ***** dealership. After the transmission failed I informed them I wanted to move on from this truck. Over 2 wee span I was given 2 cash offers from the dealership. I agreed to 2nd offer &I arranged a date to sign paperwork & get my check. The sales associate I arranged this with was referred to me by service and was aware fully of the situation. After driving another hour to get out there, I’m now told they cannot honor the cash offer. I received conflicting answers as to what needs to happen for them to honor as it pertains to the issue with the transmission. Finally they concluded the repairs needed to be made first for them to honor the cash offer. This is not what I had been told when receiving offers (in multiple conversations). My issue is with how long it takes to get the diagnoses, parts and repairs made as I need to rent a vehicle, being made to drive out there multiple times before they can even get everything they need for warranty approval and now being misled with a cash offer and again wasting my time driving an hour one way to the dealership.

  

  Business response

  04/19/2024

  Thank you so much for your brining your concern to our attention.  I know that it can be frustrating waiting on an approval from a warranty company and then waiting for the parts to arrive to complete repairs.  I can assure you that **** ******** **** is at the ready to complete any project that is made available and ready for re-assembly after a warranty approval.  We certainly do our best to adequately evaluate and proper diagnosis any proposed issue with your vehicle.  In many cases, it may only take hours to perform a diagnosis of your concern, however the warranty (it they are paying) may ask us to perform additional testing or tear down to the point of failure until they are certain of the required repair.  Based on the nature of the nature of repairs that have been made to your truck, we most often times will have to wait on a warranty inspector to visually inspect your truck prior to the parts being ordered or your work completed.  If you were authorizing the repair and paying directly it would certainly reduce some of your concerns on wait time.  Your Cash Offer made by KBB is made under the assumption your truck does not need a major repair as you noted of a transmission.  You may contact ***** **** Book for an in-person inspection at any time at a number of locations to get your Cash Offer.  Thank you!

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have my vehicle here at the John Hinderer Chrysler store. I dropped my vehicle off at the store on November the 11th which was a Saturday. I received my first quote for repairs on Monday the 13th thru a text message. I was told to text that number back for communications. I texted that number 3 times that same day, and got no response. I was then sent another quote on the 14th thru the same number. I responded again and got no response, and then got the same quote sent to me on Friday the 17th. I then had my secretary call in to the service director, and got no answer. She also called and talked to a gentleman on Friday the 17th, I can’t remember his name, possible last name ******? He then told us that my vehicle needed a HVAC module, and he was sure this would take care of all of the concerns that I had with the vehicle. And he said that if it did not take care of the concerns, that he would take care of whatever else was needed. And then I did not hear anything else until we called back in on Monday the 20th. We were told that the part came in on Saturday and that it should be done Monday evening if not Tuesday morning. I didn’t hear anything else until we called in on Tuesday, and they are now telling me that the HVAC module didn’t fix it, and it needs another module, and it is not fixed. I reminded them that they said if the HVAC module did not fix the vehicle that they would take care of whatever else it needed. I was then transferred to the service director and he told me that even if they did tell me that on the phone, they aren’t covering anything. But he said they did not say that, and that I was putting words in his mouth. They have recorded calls, but he would not listen to the call to see what was said. But he did say that if they did say that, they aren’t going to do what they said, and cover it. It has now been there for 11 days, and I’ve had no communication from them whatsoever, and I’ve been without a vehicle for 11 days.

  

  Business response

  11/27/2023

  Mr. ******,  

  Thank you so much for sending your concern into the BBB.  We have attached all the dealership documentation to your note here with regards to your 2015 Chrysler 200.  I have included all the notes from our Technician regarding your vehicle, its recommended maintenance items as well as the documentation leading up to where your vehicle stands currently.  As the Tech noted your vehicle originally had numerous codes stored that suggested HVAC Module replacement.  1 of the 21 stored codes also suggested Center Stack Module failure.  The HVAC module cured your vehicle of all the codes, unfortunately we have also now learned that your Center Stack module is bad.  Apparently, in addition to J. ****** (Service Manager), you had spoken with ******** ******* (GM) regarding your vehicles needed repairs at the dealership here.  ******** has assured me that you had given the verbal authorization to complete the balance of the repair including the Center Stack Module so long as the repairs do not exceed $600.00 plus tax and title.  To which we have ordered the required parts and are currently waiting on arrival to complete the repair. Tracking shows the part in house by Wednesday 11/29. It is our understanding you want us to complete the repair Sir, correct?  Please advise and thank you.  Best, ****** ###-###-#### Xtn: ****

  Customer response

  11/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20902393
  
  I am rejecting this response because: All of my questions and concerns have not been addressed. 
  Hello ******, and thank you for the response.
  I did stop in and talk to ********. And this BBB complaint was submitted before I stopped in because I could not get anyone to communicate with me about my vehicle. I finally got the chance to speak with your service director for the first time, and he was very rude, and made the situation worse by telling me that I was putting words in his mouth and that he wasn’t going to do what I was told they would do for me. So I then visited your dealership to speak with ********. After I waited in the lobby for three hours, I finally got to talk with him. 
  ******** handled the situation more professional and told me that he would be in touch with me. 
  The problem was, if there ever was a code for the center stack module failure, like you’re saying, I (the owner of the vehicle) was never made aware of this. I was told on the phone and I was reassured that my vehicle only needed the HVAC module replaced to fix my concerns. I was specifically told that this module would fix my concerns and that the technician was sure and Isaiah ****** was sure, and that if it did not fix my concerns for whatever reason, that he would take care of whatever else was needed to take care of the concerns. 
  When the HVAC module did not fix everything, and when I was made aware of that, I reminded them of what I was told on the phone, and that is when Jason ****** said that I was putting words in his mouth, and that even if they did say that, that they weren’t going to do what they said, and take care of the rest. Jason told me I was putting words in his mouth, but that was the first time I’d ever spoken to him, he was not the one that told me that on the phone. 
  My vehicle has now been there since November the 11th, 2023 and I have been without a vehicle since then. I have not been offered a loaner vehicle to drive or any assistance at all. Also, it has been there that long, and I had no communication about my vehicle until the 17th, even though I tried calling, texting, voicemails, and emails. 
  I also asked about the check engine light early on, and I’m not sure that question was ever answered. Is this stuff going to fix that as well? I didn’t see anything about it on your documentation or any related codes present in the ones that you mentioned. I’m just assuming this stuff is going to take care of that as well since nobody has said anything about it. 
  I did give authorization to get my vehicle fixed (I need transportation) if it’s $600 flat, like Mr. ****** said in a voicemail. There should be no title fees on service? 
  Regards,
  
  ******** ******

  Customer response

  12/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20902393
  
  I am rejecting this response because: The concerns I had with the dealership and the service I received there are being ignored. 
  Yes sir, you already proceeded with the repairs and I have my vehicle back. I have no other phone number, and they did not have an issue reaching me at my number. They just straight up didn’t communicate with me. My vehicle was there from the 11th of November until the 29th and I didn’t have any communication from your dealership until the end after I made many complaints. And as I said before, I tried texts, emails, phone calls, voicemails, etc. Also my vehicle was here that long, I was never once offered a loaner vehicle or anything for the troubles I had here. This was my first visit here, after many people I know visit here, and it was a bad experience. The people I know that visit here are very shocked and are looking for other places to go. Upon efforts after efforts, nobody at the dealership seemed like they actually cared about the experience I had. 

  
  Regards,
  
  ******** ******

  

  Business response

  12/05/2023

  Mr. ******, thank you for response Sir and I am sorry that you feel as if no one at the dealership "cared" about your situation or repair, we most certainly care about all of our clients. We worked diligently to complete your repair that additional diagnosis and parts to solve, and we did so at a highly reduced cost to you.  We have communicated with you through both phone and the BBB to provide you with an acceptable, timely and comprehensive solution for your vehicle.  Currently we are not equipped to offer "loaner" vehicles, however we do have rental vehicles available at additional cost.  In the event you had a Service Contract/Warranty, they may have included a rental vehicle reimbursement plan if it was an approved repair. We hope to offer you service in the future that is in step with your expectations.  Thank you for your feedback it is appreciated. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used 2013 Dodge Charger from the dealership. I asked and was told by 2 different people that there was nothing wrong with the car. However, upon driving the car home, I discovered that the Uconnect system would not let me connect my phone to the Bluetooth system. I called the salesman immediately that I dealt with and he said he would look into it for me. I have not heard anything back from him or anyone else since. I have repeated my inquiry each day but still have gotten no response. I researched and found that the possible problem could cost me well over $700 to fix. That to me is a major problem with the car.

  

  Business response

  09/06/2023

  Mr. ********, thank you so much for sharing your concern with us regarding your 2013 Dodge Charger Sir.  We certainly understand how frustrating it can be when a component of the vehicle is not functioning properly.  It appears that based on the year of your vehicle and mileage that it was sold As-Is without any additional warranty.  It also appears that you didn't purchase any additional coverage from us that could potentially protect you from the cost of a repair of this nature.  Have we evaluated your vehicle to confirm that the radio unit is faulty?  We would be happy to assist you with repairs in work to reduce your costs.  Any repair of your vehicle would be a dealership "goodwill"  as it is out of warranty and we would be happy to help you with 50% of the costs of labor and parts.  Please let us know when we could schedule your vehicle for review Sir. Best, ******  

  Customer response

  09/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20555200
  
  I am rejecting this response because: The bottom line is that I was told there was nothing wrong with the car.  I do not live close by to the dealership, so it is not easy to just bring the car in to have it checked out.  I would accept a free diagnosis of the problem.  Then see what could be worked out to replace any parts.  Until then, I do not consider this issue closed.
  
  Regards,
  
  ***** ********

  

  Business response

  09/11/2023

  Thank you for your response.  Your 2013 Dodge Charger was inspected for safety prior to purchase.  Clearly it wasn’t an issue when you purchased the vehicle or during your evaluation of the vehicle prior to purchase.  We will be happy to assist you with the cost of diag and repair in the form of goodwill 50% of parts and labor.  Please let us know when you would like to have the vehicle in for review.  Best, ******

  Customer response

  09/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  I will be out of the country until after September 30th.  I would like to be able to bring it in after that date.

  
  Regards,
  
  ***** ********

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/1/23 leased a new 23 Jeep Grand Cherokee Limited. 3 vehicle service warranties were added without providing me the choice to review and decide if I wanted to purchase.

  The warranties were Tire & Wheel $743, Auto Butler $300 & Premier Platinum Collection $1495. The dealership did cancel the Tire & Wheel and applied the $743 to my lease. The Auto Butler & Premier vehicle service contracts have not been cancelled due to the GM of the dealership telling me they were Non-cancelable. I have been trying to cancel these since 2/8/23 within my 30 day right to do so based on the paperwork the dealership provided me on 2/1.

  I have completed and returned back to the dealer their cancellation forms for all 3 service warranties and confirmed receipt on 2/10 via email to their sales manager. I have included the cancellation forms and documents received at closing providing my right as a consumer to cancel the vehicle service warranties for review and consideration. 

  

  Business response

  04/18/2023

  Thank you so much for sharing your concern regarding your Lease/Purchase decision with us.  We certainly value your business and understand that you have now decided that you wish to cancel your Maintenance Program/Lease Protection plan as well as the ongoing appearance solution that was to occur with the Autobutler.  You do have the right to cancel these products within the 30 day period however the balance will be returned to your lender.  The balance of the refund of the Autobutler product will be provided to the lender after the cost of the interior application and exterior application as it was already performed on your truck. We have included your signed authorization of these products for your review that you agreed to at the time of your purchase.  We will have forwarded your request to those service providers and they will send the remaining balance to your Lessor.  These refunds generally will take 4-6 weeks for your reference. Thank you so much for your patronage. All the best. 

  Customer response

  04/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19879743
  
  I am rejecting this response because: of the following reasons listed below.

  1. The Auto Butler service contract was decided on my behalf by the dealership and the dealership did not explain the service contract to me but simply made the decision to include the $300 premium into my lease amount.

  2. I have not received any proof from the dealership that Auto Butler's Premier Paint Protection was applied to my 2023 Jeep Grand Cherokee Limited.

  3. Dealership employee, ****** ***** who is their Business & Product Specialist that presented me the lease documents to review specifically stated that the Auto Butler service contract was free because I purchased the Tire & Wheel protection for $743 and the Premier / Platinum vehicle service contract for $1495 and stated the 3rd service contract was free.  If the Auto Butler contract was free why and how could I get refund?  On 3/22 I spoke with an employee from Auto Butler by the name of ***** and she advised at the time Auto Butler did not receive the $300 premium from John Hinderer CDJR from 2/1.

  4. John Hinderer CDJR did not provide a resolution for the vehicle service contract through Fidelity Warranty Services, Inc (FWS) for the Premier Collection or their Platinum Plus Coverage Plan.  This was for 3 years in the amount of $1495.  I attached everything related to the service contract including the enrollment form and 11 page contract I received on 2/1.  Page #2 of 11 clearly states the contract is able to be cancelled unlike the feedback I received from the GM and the dealerships response to my BBB review the contract was non-cancelable.  I also included the cancellation form the dealership emailed me on 2/8 and I returned on 2/8 requesting the service contract be cancelled.

  Until these issues are fully resolved to my satisfaction, I cannot accept the resolution from John Hinderer CDJR.
  
  Regards,
  
  *** *****

  

  Business response

  04/27/2023

  We apologize if we did not clearly explain in our last response all service packages have been canceled effective 2.8.23. Our records reflect that all of the products he has requested to be canceled have been canceled.  

  Customer response

  05/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  *** *****

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 19th I “reserved” a vehicle on this car dealerships lot via online for $500. Alertly after I was notified via email that the car has been sold to someone else. I emailed back and asked for my refund. The response just asked if I spoke with someone personally and gave no inclination that I would receive this. Later that evening the sales manager emailed me and asked me to call in regards to my refund. I replied via email that I prefer that method of communication and have sent 3 additional follow up emails since asking for the status of my refund. No reply has been given. I prefer email correspondence because I like written documentation of communications. No one has returned any sort of communication to me since the initial day and I have not received my $500 refund on a car that was sold to someone else. On their website their is a FAQ section about reserving a vehicle that I looked over before I paid and it clearly says that the reservation fee is refundable. I have documentation of everything.

  

  Business response

  07/25/2022

  *****,

   

  Thank you so much for contacting us through the BBB to discuss your deposit refund/return from 6 days ago.  We are more than happy to refund the deposit of course!  We requested that we reach you by phone on July 19th  as we are having difficulty locating a credit in our system and we may have success if we can verify the card number that you used to secure the deposit.  How would you like us to connect with you on your CC information?  Do you prefer email or phone.  Thanks so much!  Justin H. 740.522.1106

  Customer response

  07/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have now received my refund, thank you for your assistance.
  
  ***** ********

• Initial Complaint

  07/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I traded in our 2012 Jeep Wrangler and my 2021 Acura RDX in June 2022. I been trying to get my personal tags from Acura and John Hinderer Chrysler Jeep Dodge Ram owes fees in the amount of $375.38. They assured me that they got the correct payoff on my RDX and they would pay it off. I told them that I heard that Acura would ask for other fees they said we got the total amount due. Now there is a balance because of fees they didn't pay. I am not going to be able to use my personal plates because of them. I want them to pay this off and me get my rights back to tags. I need this back by 7/15/22.

  

  Business response

  07/19/2022

   

  Good morning!  Thank you so much for sharing your concern.  Acura Financial Services does not allow dealers other than Honda/Acura to payoff your existing lease.  Fortunately, we do have a Honda franchise dealership that allows us to payoff your vehicle at a much lower amount as we calculated when completing your purchase on your Jeep.  Unfortunately, the payoff check was sent from CDJR which delayed the process.  We will 100% pay the additional payment amount of $375 to get your debt satisfied.  Your personal plates are currently the property of Honda Financial Services as you have provided them the rights to use them.  You will need to contact HFS directly and as that they provide you a legal release to use the plates.  Once you have the release, we will be more than happy to assist you in registering them to your new Jeep.  Please call me anytime to discuss, thanks Justin 740.522.1106

  Customer response

  07/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ********* *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩