ComplaintsforJohn Amato Chrysler Dodge Jeep Ram of Milwaukee

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a motivated cash buyer from out of state. I found the right Chrysler Pacifica for me and reached out to the internet sales team to make a deal. *********************************************************************************************************************************************************** After a few phone calls, I was sent a video walk around and a few texts. I told our salesperson that we would like to put a deal together and offered to put a deposit on the vehicle. I was then informed that the price on the web, $24, 500, was not the final price, despite this being the advertised price on both Autotrader and the dealer website (pictures attached). I was informed that the vehicle had a Paint Protection Package and ******* installed and the price was now $27,500. When I told them I was not interested in either of those items, they told me that they were mandatory and could not be removed from the contract. I was put on hold to see if there was something they could do, and when the salesperson returned, they let me know that they were able to get the price down to $27,000. I told them no, I don't want the add-ons. The again put me on hold to talk to the manager and returned and said, they are mandatory for the contract and cannot be removed. This is deceptive advertising, both the Autotrader Ad and their Dealer Website have the same disclaimer which mentions nothing of this:* The advertised price does not include sales tax, vehicle registration fees, other fees required by law, finance charges and any documentation charges. An administration fee, up to $497, may be added to the price of the vehicle.This whole process was deceptive and a waste of my time.

  Business response

  07/26/2024

  This vehicle was not pre loaded with any products. 

  Do you have names of who you talked to that gave you this information so this can be addressed?

  We currently do not pre load any products on vehicles.

   

   

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we did the test drive we noticed that there were some dents and some damage to the front passenger side fender by the tire wall and after we negotiated on the price and having that fixed she had mentioned about a $995 upholstery and car sealant and **** said that he did not want that. We went in to speak to and to sign the papers with ***** ,which was all done on an iPad and he never explained to us or told us what we were signing, he just handed us the iPad and had us sign on several different screens ,we paid the price what we thought was the price for the van and the taxes and the licenses and the dealers fee and we left without given any paper work with the exception of an I OWE YOU from *****. On March 22nd ***** emailed me and said that the van was done and ready to be picked up on Saturday March 23rd, which I told her we were leavingand I wanted to make sure that the van was going to be detailed before we picked it up. Her email response was "absolutely ! I will have it detailed and ready for you guys , what time on the 30th will you pick it up ?"We set up a time.When we arrived on the 30th ***** was not there we were told she was on a leave with personal business to which someone in the sales department set us up with ***********************. She was supposed to get our van and the paperwork, she left us sitting in her cubicle , And she came back 30minutes later and gave us the keys to the van that was left running outside. We went to the van when we walked outside we noticed that there were some dents in the door so we went back in. Precious came out she looked at it she agreed about the dents and said that the dent Department would take care of it and they would give us a loner. She gave us an I OWE YOU. We went back out to the van looked inside the van and the van was filthy .There were surface stains there were stains on the council there was a melted piece of red candy in the council we went back in .detailed . would be in contact with us. I didn't hear from her by April 4th so I called her six times throughout the day I never got a return phone call I called and left a message for the manager I never got a return phone call. On Friday April 5th I called her twice and I did not get a return phone call so I emailed her at one in the afternoon to which I got no response .So in the afternoon I called the dealership and I was connected withon April 10th we came back to the dealership and we showed ****** all of the scuff marks and the dirt and showed him the dents and told him that we never wanted the sealant protection put on but we were charged for it and that it wasn't done and that I needed to speak to someone about it .He understood it he and said he would go through the paperwork and then he went to get us a loaner car, and when he came back he said that the *************** does not work on Thursdays anymore he now works on Wednesdays could we return on April 15th and drop off the van to which we said we would. And again I asked him if there was someone I could talk to about the 995 charge and he said he would look into it and I told him I did not want them to do the seal coating because we didn't want it in the first place we were charged for it. They obviously didn't do it before we picked it up March 30th and we never wanted it done and I wanted the money returned manager about the sealant that we were charged for that we didn't want that was not done . In the afternoon he called to tell me that the van was ready but that his manager said we were not getting the $995.00 back that they had already paid the warranty company That was on April 17th and we have not heard anything since. I have all the emails and I OWE YOU'S, as prove of our intentions. In addition to not delivering against the I OWE YOU'S promised at the time of purchase( full car detailing and removal of all dents) and charging me for a service that I declined during the purchase one that clearly was not executed given the state of my Voyager upon

  Business response

  05/24/2024

  Vehicle has been Detailed Twice and Surface Science Applied multiple times

  Dent removal vendor has worked on this vehicle twice

  Body Shop has worked on this vehicle 

  Customer signed for the Surface Science Product.

  See contracts attached. 

   

   

  Customer response

  05/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer . I did not want the the surface protector applied and it was not applied when it was delivered to me on March 30th. I told ***********************; a Salesman on April 10th and April 15th that it was not applied and when he looked at it he agreed that it couldn't have been applied considering how filthy the van was and I told him I never wanted it applied so nobody should apply it now. I  asked to speak with someone on both occasions and ****** said he would look into it. I feel that since I never wanted it done in the first place and since it wasn't done before the agreed upon delivery date that any signed agreement that they had me sign without telling me what I was signing should be null and void because the sealant protection was applied after the delivery date. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  01/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My daughter found a car that she wanted to purchase, but she knew her credit was challenged. She was told that they had special financing and they would be able to get her in the car. She needed to have a cosigner. I did talk to the finance and gave them my information to see if I could cosign for her to purchase this car. The original finance guy was out. Ended up talking to **** Amato who set a date for 12/2/23 to purchase this car. First payments were to be under $500 ended over $550. I noticed there were some dealership markups that I had buyers remorse, and I called finance to look into these and let them know that I wanted to cancel these. I was also told I could take the paperwork down to the *** to get the car registered and that didnt happen nor did I have the bill of sale, I contacted finance to let them know that I didnt have a bill of sale. I took the paperwork down to the ** *** and was not able to register this car because it needed to have a title. I have been dealing with this for over a month and Ive pleaded with the dealership as to what the process is in order to register this car and the temporary tag was only good for 30 days. I have gone back-and-forth with their manager **** and reinsures me that this is the process, but Im stuck in the middle between the lienholder and the ** *** to get the car registered now the car tag is expired, and when I talk to the *** here in ********, they tell me it will probably be another couple months before I can get this resolved. Now I have a car that cant be used because I cant register nor put plates on it and the dealership has basically ghosted me. Also, I was told the dealership markups will be taking off the loan and that has yet to happen. *** asked the dealership several times to extend the temporary tag. And Im going to be penalized for not paying the taxes within 30 days on this car. It shouldnt be this hard for a out-of-state customer to purchase a car.

  Business response

  01/29/2024

  Hi, 

  I have reviewed the note from ******. I spoke with the manager who was working on this and worked with him to make sure everything is settled. 

  1) Temporary Tag has been mailed for customer to use as registration process continues with IL

  2) All product cancellations have been processed.

  Note that since there is a lien holder on this vehicle product cancellations will go to Lien Holder. They will lower the balance owed but not the monthly payments

  3) I am told that customer has everything she needs from our end to register the vehicle in IL

  Note that IL doesn't know there own process for this so it can be a difficult task.

  I have spoken with IL DMV on multiple occasions to get a written process to better help customer

  Every time I have called I have been told the last person was wrong and given a different process

   

  ****** Can reach me directly if additional assistance is needed

   

  JR Amato

  *************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for servicing. The tire pressure and airbag lights were on. They returned my car to me, with me thinking everything was repaired. The very next day the exact same lights came back on. I took it back and they said it was another code and that there would be additional charges. Why wasnt this fixed beforehand? Why did you release my car back to me? Im supposed to believe that I have additional problems with the exact same lights coming on. Furthermore, they damaged the driver side door. They gave me a loaner until they repaired my car. Now theyre trying to get me to buy another car. Its taking awhile, but they want their loaner back. I have no problem with that, but what am I to do about transportation seeing as though none of this is of my doing. I dont think I should be charged for the additional code finding. I gave you my car to be repaired and you gave it back saying that it was repaired. How am I to proceed?

  Business response

  11/03/2023

  *************** originally brought his 2014 Chrysler Town & Country to our service department on October 11, 2023 for numerous concerns: believed engine misfire, air bag light, tire pressure light, check engine light, AC/Heating concern and to replace all of his wiper blades. We found no misfire, engine light is on due to a clogged/failed catalytic converter- quoted repair and was declined. AC/Heating concern we diagnosed and repaired a failed actuator with his approval. Air bag system presented with with codes related the left front seat circuit-we found a harness partially disconnected and poor pin tension, this was repaired. Tire pressure light was a failed TPMS sensor, replaced this part as well. Technician noted the transmission lines were leaking and after presenting this issue was approved to be repaired as well. The evening the customer came to pick up his van ************** did indeed damage the left front door on the shop lift, this we have already informed **************** we are replacing for him at no cost, we have ordered a door. After he left his check engine light was back on and returned the van to us on October 18th where he was provided a free courtesy vehicle while re-evaluated his van. The check engine light was on as we advised it would be due to the failed catalytic converter. The air bag light returned with codes related to a separate area, the left front B-Pillar impact sensor. We did also evaluate that the tire in the right front was low, the valve stem failed- which we are replacing at no charge. We provided **************** with a no charge courtesy vehicle, going on now two weeks. We quoted the customer for the additional air bag repairs as it was not related to the original repair. It is common practice for our sales team to reach out to all service customers to inquire if they are looking to sell their vehicles or upgrade and trade in, which a sales associate did do. I have been in personal contact with **************** throughout all of this. As of Today, 11/3, we messaged about reducing the air bag repairs to agreed cost. We have ordered the door to be replaced by our body shop once we receive the part. **************** was informed until parts arrive he will be returned into his vehicle as we have already gone above and beyond with a two week free courtesy vehicle, he agreed to this. At no time did we evade responsibility for the damage to his door/vehicle, it was an unfortunate accident and we are taking care of the repair at no cost to him. I feel our team has conducted themselves in a very professional manner at all times in dealings with ****************. Should you require any further information please feel free to reach out to us.

  ***********************

  Service Manager/Amato Automotive

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  8/29/2023 Appointment time: 8:30 a.m.************************* Manager and the Mechanic ( name unknown) are the parties involved. Issue: The Mechanic removed a bolt within the Shock absorber to create a problem for me to spend more money. I was only scheduled for an oil change. The mechanic gave me a quote for ******** to fix the issue. So now, my car actually has an issue and they will not fix it unless I pay them ******* My car was perfectly fine before I arrived. I received a mechanic review once I left, a 2nd opinion and it's impossible for the bolt to come out! it would either be smashed into the Shock absorber or hanging off, which means it was intentionally removed. Date of transaction08/29/2023 MakeJeep ModelGrand Cherokee The year2015

  Business response

  08/30/2023

  On Tuesday August 29, 2023 ************************* brought her 2015 Jeep Cherokee (VIN FW560559) in for an oil change. Mileage on arrival ******.

  During the performance of the oil change a multi-point inspection was conducted by the technician. Technician noted numerous concerns: exhaust leaks, vehicle engine/transmission clunks hard when put in and out gear (possibly bad mounts but would need further diagnostics), play in front control arms, broken rear sway bar links, right rear shock was missing bolt and hanging in place and bent from driving like this and front drivers tire was unsafe at 2/32 tread (other front tire at 6/32, rears at 9/32). Tires were not removed so no notes on brake condition. Customer had requested in addition to an oil change to plug/patch the front drivers tire as it is 'losing air', we declined this as the tread life wear is unsafe and suggested a new tire.

   

  When our express manager took the customer out to the shop to review the concerns the customer began videoing as the technician explained and pointed out the issues, and advised the vehicle should not be driven until repairs are made. The customer made comments to our advisor that she felt "maybe her racist neighbors vandalized her vehicle". This was only the second time this vehicle has been to our shop, previously it had a recall performed in June of this year. During the first visit for the recall the vehicle was not lifted as recall did not require this, so no previous inspection notes are present.

   

  ************************* was notified by myself 8/30/2023 that said findings were present and it is our responsibility to notify her of safety concerns we see during the inspection. At no time did one of our staff 'remove any shock bolts', the shock was hanging and bent on arrival, as it appears she has been driving like this for some time. The overall state of the vehicle was poor and in need of repairs far beyond an oil change. No further history beyond the oil change and recall is known to us. If any other information is needed do not hesitate to ask.

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  Pheren **********

• Initial Complaint

  06/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  On Thursday, April 14th @ 6:45pm I went in to **** ********************** Chrysler dealership for an appointment I made to view a Jeep. I ended up loving it and we negotiated a deal. I was turning in my Leased 2020 vehicle 15 months early. So that had to be taken into account as there was a payoff that needed to be made by **** **********************. The salesperson got the info off the 2020 and a deal was made. I put made down payment of $1100. My monthly payment would be $597 w/tax. I had to come back to pick up the new 2022 vehicle on Monday **** as I wasn't available until then. On Monday, I came in at 12:30pm to pick up the new vehicle. I had realized the next payment on my old 2020 vehicle had come out of my account that morning if Monday, April 18th. The woman I dealt with in finance along with another employee told me not to worry about because Chrysler Capital will reimburse you that last payment. I was ok with that then. I was as told within **** the last payment would be back into my account. It has now been 7 weeks since this has all happened. I have contacted Chrysler Capital 4 times about this. On the last occasion, Monday May 23, 2022, Chrysler Capital said it was the dealership's responsibility to reimburse me for my last payment. The amount the dealership paid to buy out the 2020 Jeep Grand Cherokee was $499 less than it should of been reflecting the next payment coming out of my account. That payment should of never been considered in my buy out cost since it wasn't accurate. The deal on the new 2022 reflected the buy out without that next payment coming out which is should not of since I no longer had it. I talked to J.R. ********************** on Thursday, May 26th and he assured me that they did everything right. I'm not owed any money and that I got the deal I got because of the extra $499(the next payment) that was like an extra down payment. At first he agreed that he owed me money but later in the conversation he he didn't. I have had it with that dealership. They owe me my last payment.

  Business response

  06/11/2022

  On May 26th I spoke with ********* about this deal. 

   

  I explained best I could over the phone, and invited her into the store as it would be easier to show her with documentation then to try to do it verbally. 

   

  In an attempt to do this through writing I have included a attachment. 

   

  The attachment has 3 pages. 

     Page 1 = Signed proposal of the terms that were agreed to. 

     Page 2 = Proposal of how the payments looked when new Lower payoff was factored in

     Page 3 = Final Structure of the deal after lower payoff factored in and after purchased Road Hazzard Protection for $1,115. 

   

  Page 1 confirms the information that she stated. With $1,100 down her payment would be $597. The proposal shows $1,000 as is the standard term we usually use but you can see with $1,100 the payment is $2 Less. You will see this confirmed and highlighted by the sales manager in writing to the left.

   

  When she came in for delivery my team re pulled her payoff. This is what they are supposed to do to have the most accurate information. As she stated she had made another payment since her previous visit so the payoff went down from $28,534 to $28,035.13. 

   

  Page 2 Shows how the numbers looked factoring in this new payoff. The new payoff is highlighted in Blue. As you can see the payment went down just over $20. [I included a $0down option on all proposals to help show consistency with the numbers]

  She was putting $1,100 down but had credit for some previous products purchased so we helped her cancel these and applied them as down payment. In an attempt to save her money her down payment there for increased from $1,100 to $1,254. 

  With the smaller amount of money factored in to payoff her previous loan and the extra $154 down payment you can see that her payment was now $575. 

  The money she thinks she is owed was factored into her deal - which brought her payments down. If we would have used the original Payoff amount of $28,534 her payments would have been higher and we would have sent an additional $499 to her Bank to Payoff her loan. If we would have used the outdated payoff amount and sent the extra $499 to her bank then they would have sent her a check back for the additional $499. My team was correct in telling her this - however we were able to use to most accurate information so this step was not necessary.

   

  Page 3 shows the final structure of the deal. When she was finalizing her deal she purchased Road Hazzard Protection for $1115. This is reflected in the sale price on P.3. With the smaller payoff still correctly being used and the attritional product you can see how the payments arrived at the $610/month final payment. 

   

  Her payoff was applied correctly and her loan was paid off the the *****. The stores numbers remained consistent. 

   

   

   

   

   

  Customer response

  06/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ********************************* This is not at all accurate. My "deal" and buy out was never discussed when I came for the pickup of the new Jeep. I am fully aware of what I paid for when I agreed on the Extra protection package. I was evenalso told by ******** and ******* from Finance that I would be getting that last payment back. J.R. ********************** want even there for the deal which happened technically on Thursday, April 14th. I signed the purposed deal on Thursday with ****** my salesman and *******. This is such a dirty company. I would never come back to buy anything from you. You all went back on your word when you told me I would be getting $499 back. My down payment was $1100... Not $1600. I am thoroughly disgusted that a business can get away with scamming a customer out of money.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I took my car to their shop as of Oct got my car back about two weeks later when I retrieve my car back it was giving me the same problem that I was having before It get to their shop once I pulled my car off of their lot I called them within six hours later to let them know that my vehicle was still having the same issue they then tell me to bring my car back they will look at it they will try to figure out what the problem is once again I take my car back to them and when I take my car back to them a few weeks later once I am leaving their shop I dont even make it all the way home my car is smoking and it is cutting off I have to get it towed back to their location once I get it all back to their location Ive been pick my car up 2 to 3 weeks later and he still has the same issue plus more once I get it back now Im fed up with the shop Ill take it to another shop where they now tells me my car should have been diagnosed need an a complete engine I have Car Sheild is coverage for an extended warranty my car is completely up-to-date with oil changes and everything else that it needs a real car shield would not help me pay for these banks I am coming out of my pocket a lot of money dealing with their shop also Car Sheild is coming out there pocket dealing with a lot of BS with their shop they refuse to fix my vehicle the correct way once Car Sheild tells me to take it back to the shop that theyve paid the money to for it to be fixed the correct way so now I am filing a complaint to where I want my money back so that I can take it to a correction where it can be fixed the correct way I have been without my car since December 13 it is now March 1

  Business response

  03/04/2022

  On its Initial visit the vehicle would not stay running and had several cylinders not firing along with engine noise.

  
  It was diagnosed that several lifters - rockers and the camshaft were
  damaged. The oil control valve was inspected and no debris was present. The customers
  service contract covered some of the defective valve train components and the customer
  covered the remaining components. After replacing the valve train components, the vehicle
  operated on all cylinders and no longer had a check engine light or engine noise. 

  
  The customer returned with a check engine light on for an engine oil pressure code. The oil pump assembly was replaced - which was covered by the service contract. 

  
  The customer returned shortly after the oil pump replacement with a smoking complaint. We found the radiator was leaking - the customer elected to have the radiator replaced elsewhere.

  
  The vehicle returned several weeks later with a sluggish acceleration complaint. There was an active transmission solenoid pack code. We recommended that the transmission solenoid pack had to be replaced, because the transmission was going into a limp mode. The service contract denied coverage, so the customer approved the replacement. 

  
  The customer returned after the solenoid pack replacement with a check engine light on and we recorded a camshaft / crankshaft code. We made the decision not do any future service on this vehicle due to the customer being very confrontational - along with the very difficult process of dealing with the customers service contract.

  
  On these multiple visits that main concern was always corrected. Given the alterations to the vehicle and driving habits of the customer, this car will always have new service issues. We can fix what is in front of us, but cant predict future issues until they happen.
  

  Customer response

  03/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****************** is non-responsive. I have for 18 months tried to find a way to work with them as they are continually "short handed". In fact I had to leave my job once to drive to the location simply so I could talk to somebody. Many examples of "service" advisors, not listening to what I want done and this has actually cause me a failure. The time I spend attempting to communicate far exceeds the costs of repairs being done. When attempting to resolve, I asked to speak with the owner and was told "that's not gonna happen". Basically they appear to dislike customers and refrain from any concept of customer service. I feel uncomfortable there as they attempt to make their poor attention to customer "my issue".

  Business response

  01/27/2022

  I spoke to ***** today and he shared very valuable information on poor communication throughout the store. 

   

  I have a plan in place to fix this issue and in the mean time he has my direct store number, cell, and email. 

   

  JR Amato

  Customer response

  01/27/2022

  [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 reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  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. ↩