Kings Dodge Chrysler Jeep

Completely pathetic customer experience Below is an account of the events that occurred during my horrendous experience with Kings Dodge Chrysler Jeep in the Kings Auto Mall in Cincinnati, O Below is an account of the events that occurred during my horrendous experience with Kings Dodge Chrysler Jeep in the Kings Auto Mall in Cincinnati, Ohio. Preface to the story: I have wanted to trade in my 2 door coupe for an SUV for some time now. However I currently do not have a good credit score. Because of this, I have had difficulty getting financed for an auto loan with an acceptable interest rate and affordable payment through a dealership. I decided to do my own leg work and was able to obtain the finance terms I needed through CarFinance.com (Flagship Credit). I had a few requirements with the loan agreement that had to be met for CarFinance.com to approve a deal provided by a dealership. Most importantly, my current vehicle had to be traded in and be paid off with the deal. The out the door cost of the vehicle I chose to purchase including any negative equity from my car had to be under $28,000. Also, the loan to trade in value ratio of the vehicle I wanted to purchase could not exceed 125% of the total or something to that nature. I’m still confused about that formula. Once a deal was agreed upon between myself and a dealer, CarFinance.com would make process as simple as possible .The deal would need to be submitted to them for approval via web, fax or phone. Once approved, I would then confirm my identity and sign off on the loan documents there at a dealership. Finally, CarFinance would Fedex a check on the next business day with overnight service to the dealership or if they preferred, do an electronic funds transfer that could happen the same day (depending on the time of day) into a dealerships bank account. I had been shopping for a specific SUV online for some time and I found the model (2016 Jeep Cherokee Limited) I wanted in the price range I needed advertised on Kings Chrysler Jeep Dodge’s website. My husband and I arrived at the dealership at about 5:15PM on Monday, October 24th. We walked around the lot for almost 10 minutes witnessing sales people and other employees standing around smoking and chit chatting without bothering to approach us at all. Finally a gentleman approached us and asked us if we needed help and my husband replied yes. I don't know if the salesman didn't hear him but the salesman went over to the other employees standing around and joined them. We gave up on someone else approaching us so we walked over to a sales woman (Heather Jamison) who was sitting down near the front of the showroom doors with her head down finishing her cigarette. Heather said she didn’t realize we needed help and proceeded to get the keys for the vehicle I was interest in. The actual model I came to look at was blocked in by another SUV so we agreed to take the same model SUV in a different color (black) out for a test drive. We literally only drove around for 5 minutes and came back to the dealership because I knew that was the model car I wanted. The SUV I initially came in for was silver. However, after seeing the black model I told Heather that was the color I preferred. The black model was ~$2,000 more than the silver model. I explained to Heather that I would be happy with either color but most importantly the out the door price had to be under $28,000 - no exceptions. We went into the showroom where Heather gathered some information from me. I then explained to her why the amount had to stay under $28,000. I gave her the document that CarFinance.com provided to me to give to the dealership of my choosing. The document contained instructions on how to submit a deal for approval to them and the requirements a deal must meet. In bold, large text, the document clearly stated the sale was not to exceed $28,000. After a long wait, and being offered water that she never brought me, Heather comes back from working with the finance manager with a buyers order on the black SUV. The out the door price with tax, title and trade in was over $33K. My request was completely ignored. She also didn’t have a buyers order for the silver model which again was priced ~$2000 less. I admit my husband and I became somewhat irritated over this because it was a complete waste of our time. I immediately reiterated the loan terms to her that absolutely had to be met and sent her back to her finance manager to provide a buyers order on the silver model. After another long wait, Heather came back with documents that contained my current cars appraisal amount. I was shocked to see that they wanted to give me ~$2k less than I thought I should receive at trade in after using the NADA appraisal website. Thinking I needed at least the amount the NADA site provided, I began to get disappointed thinking there was no way this was going to work out. I became upset and I started questioning her on how they came up with the appraisal amount they did. She then went to get the finance representative Brandon Cohen to have him explain to us the reason for the lower appraisal amount. He showed me two appraisal amounts, one from Kelly Blue Book and one from NADA that they pulled from their system. He stated that since my car had an accident reported on Carfax that lowered the value of my appraisal. I understood this. Also he stated that their system indicated there were 250 or more of the same model, make, and year of my car currently for sale in the area. That statement immediately set off a red flag for me because I remember that when I bought my 2013 2 door Hyundai Elantra Coupe SE about a year and a half earlier, I had an extremely hard time finding any of them in the area myself being that the Elantra model was a 2 door. I questioned if they were even looking at the correct model. Brandon mentioned he could look again but quickly brushed that off. However, he then did provide an out the door price (with the trade in value of my car) for the silver model that came in right at $28,000. Once I realized the amount I was getting for my trade didn’t really make a difference, I was thrilled. We then discussed the financing. He stated that their dealership had never worked with CarFinance.com before and the dealership does not prefer to work with online auto loan lenders. This financing would have to be approved by their GM. He then went on to mention their dealership works with 47 banks and he wanted my approval to try and get financing with one of them at a better rate than I had. I wasn’t at all hopeful that this would happen after what I had already experience previously trying to get financing through dealerships but I figured I would let him try because he was discouraging the use of the financing I had. It was about 6:30pm by this time and Brandon did mention that it may be hard to get an approval during this part of the evening because most of the banks they deal with were closed. While waiting in the dealership to hear about my financing me researched 2013 Hyundai Elantra Coupes for sale in the area on AutoTrader.com and sure enough with in a 50 mile radius there were only 3. After another long wait, Heather came back and told us they hadn’t gotten any immediate approvals and we may have to wait until the next day to proceed when they could contact the banks they work with. I mentioned again about the financing I already had she called Brandon to ask about it. She hung up the phone and then left us again to wait. She then came back with Brandon who again told us they weren’t having any luck with approvals from their banks but also mentioned the buyer’s order we agreed to was submitted to CarFinance.com for approval. He again told me that this was something the dealerships’ GM would have to approve the use of and he or she wouldn’t be in until the next day. What I didn’t pick up on that I realized later was neither that Heather nor Brandon actually offered to follow up with me the next day. Heather just gave me her business card with her cell phone number written down on the back and said to call if I had any questions. The next morning I waited anxiously for a call from either of them giving me an update on the status of my financing. At about 10:30AM after not hearing anything, I became a bit impatient and called the cell phone number Heather gave me. I got a voicemail (not indicating it was her number) and left a message requesting a call back regarding the status of my financing. Quickly growing irritated after not receiving a call back from her after about an hour, I decided to call the dealership and inquire about it. I asked for the finance department and was sent to a voice mailbox. I left another message there requesting a call back asking for the status of my financing. At this point I started to become skeptical and I decided to call CarFinance.com and see if the dealership by chance had been in touch with them. I spoke to Ashley and she confirmed the dealership submitted the buyers order into them. I was glad to hear they at least did that. Ashley offered to call the dealership and follow up with them for me to get the deal done. She called me back within 3 minutes of hanging up with her and told me that she requested to speak to the GM, was told to call back at 1PM and was then immediately hung up on. 2:30PM rolls around and still no call back from anyone at the dealership. Ashley called back again and was given the voicemail of the finance department. Ironically I receive a call an hour or so later from a man named Jeff Bevis who said he was from the dealership and was calling to inquire about my financing needs regarding the car I wanted to purchase the night before. Jeff was essentially clueless. He had no idea that I had been working with Brandon and Heather and had attempted financing already. He wasn’t aware that I had been trying to get this worked out for hours that day. I asked him to please consult with Heather and Brandon to get himself up speed about what was going on. He offered to do this and call me back. My husband came home and I told him what had been happening. After seeing my disappointment and frustration, he called the dealership himself asking to speak to a manager. The receptionist transferred him to someone else who then stated there were no managers available to speak to and refused to give him any other information than that. I desperately tried the dealership again sometime later to see if I could talk to someone in finance since no one still had returned any of my phone calls. The finance line was answered by Andy who was very nice. I explained to him my frustration and he sympathized with me. He told me that actually Heather and Brandon were both off that day and that may be the reason no one has followed up yet. Both Heather and Brandon failed to mention this to me the evening before. Andy put me on hold while he checked into it, came back on the line and said the sales manager Jordan who was aware of the situation wasn’t immediately available but would call me back soon. I reluctantly accepted this and hung up. Right after this call, I received a call back from Becky at CarFinance.com and she told me that the deal was held up because the loan to trade in value ratio didn’t meet their requirements of 125%. She offered to contact management to get the loan to value ratio raised to the maximum of 149% but she informed me that even with this increase, the ratio would still be too high and that I would need to put down $769.25 to meet the requirements. I agreed that I was willing and able to do that and asked her to please ask management for approval of the increase. Shortly after, Becky called me back and told me the increase was approved. She sent an email to Brandon (bcohen@kingscjd.com) and Jordan (jjraisat@kingscjd.com) at the dealership late that evening informing them of my new down payment requirement and she copied me on it. Not surprisingly, Jordan never called me back that evening as I was told he would but after talking to Becky and knowing she spoke to the dealership, I let it go. The next morning at about 9:30am, I sent a follow up email to Brandon and Jordan forwarding the email Becky sent asking them if 2PM was a good time to come in and close the deal that day. Time again passed and no one bothered to respond to my email or call me. I gave in and once again called the dealership thinking maybe neither of them had seen it yet. Unfortunately for him, Andy answered the phone again. He offered to get Brandon or Heather on the phone while I held on. A few minutes later, Andy comes back on the line and reluctantly tells me that Brandon would call me back in 5 minutes. Brandon actually did call me back 30 minutes later but it was his demeanor that bothered me more than the wait. By this time it was 3:30PM. He explained he was off the day before for his birthday as if that should somehow be a significant enough explanation for his complete abandonment of me as a customer and not using common courtesy just as a human being. He simply stated on the call, with no explanation of why, that the dealership would not accept my financing through CarFinancing.com. His approach with me was to make it seem as if I should have already known this from how things were left on Monday evening. The deal was dead and there was no reason to follow up. He never mentioned if anyone had done any follow up on my behalf with the banks they applied to on Monday to see if anything else could be done for me. He never even mentioned if the GM was consulted on the use of the CarFinance.com financing that they told me they would do. He said if I could get CarFinance.com to give me a check with the VIN number on it it then they could MAYBE work with that. However, he then proceeded to tell me the SUV I wanted to purchase was sold the night before. After that I was speechless, thanked him for his time and hung up completely disgusted. To add insult to injury, clueless Jeff Bevis who called me earlier from the dealership to discuss financing with me, called back clueless again after I spoke to Brandon as if he had never called or spoken to me before. He started asking what kind of money I wanted to put down on a deal. My husband asked to speak with him and essentially threatened to call everyone including the president, report every single person there including Jeff, and inform anyone and everyone that was higher up of how badly I was treated. I honestly cannot understand as a business professional how Kings Chrysler Jeep Dodge was so unwilling to help make this work for me. In my opinion it was a slam dunk sale. If the comfort wasn’t there with using CarFianance.com, they could have offered to at least hold the vehicle for me for an agreed amount of time until they received the funds from CarFinance.com in whichever format they were comfortable with. The fact that they were not willing to work with me because I could not get financed through whom they chose, makes me feel if I was discriminated against in some fashion. I had financing from a legitimate company when they couldn’t even get me approved and they denied me the ability to purchase pretty much the only vehicle I wanted anyway. I have filed a complaint with the Better Business Bureau. I’m sure after reading this you can see why. More

Great service Craig and the rest of the service advisors go above and beyond! I had my 2016 Dodge Journey in for service and am very satisfied with the outcome. I w Craig and the rest of the service advisors go above and beyond! I had my 2016 Dodge Journey in for service and am very satisfied with the outcome. I will be returning! More

Efficient use of time Brought car in for oil change. Was handled quickly -- the though check of all components on the check sheet pointed out 3 problems (I had been ignori Brought car in for oil change. Was handled quickly -- the though check of all components on the check sheet pointed out 3 problems (I had been ignoring) I will now be scheduling fixes. They also took care of a third stoplight problem. Thanks More

Fast & efficient. It makes a difference 2 the customer what kind of service & how the service dept. handles it, giving info 2 customer if needed, & carry it out 2 compl It makes a difference 2 the customer what kind of service & how the service dept. handles it, giving info 2 customer if needed, & carry it out 2 completion. More

Great Experices I recently bought a used truck from Kings Dodge Chrysler Jeep and everything was smooth and simple. There wasn't any haggling over price the car was m I recently bought a used truck from Kings Dodge Chrysler Jeep and everything was smooth and simple. There wasn't any haggling over price the car was marked down to what they were willing to sell it for. The process of getting financed and going through all the paperwork also went smoothly and quickly. More

Dream car Kings dodge gave me a great deal on my dream car.My salesman leanord Harris worked with me to trade in my old car,happy with overall deal. Kings dodge gave me a great deal on my dream car.My salesman leanord Harris worked with me to trade in my old car,happy with overall deal. More

Great sales service From the moment I walked in I was treated with respect. No one pressured me in doing something that I didn't want to do. If I wanted time to think the From the moment I walked in I was treated with respect. No one pressured me in doing something that I didn't want to do. If I wanted time to think they didn't try to push for a purchase. Everyone that helped did a great job and if there was a problem then they fixed it fast. Overall a great experience. More

Very good, despite Jordan's unprofessionalism. Found car on website that we were interested in. Sent an inquiry. Received a response first thing the next day from Calvin. Spoke with Calvin numer Found car on website that we were interested in. Sent an inquiry. Received a response first thing the next day from Calvin. Spoke with Calvin numerous times answering questions promptly and courteously throughout the day. Travelled from Dayton same evening to see and drive the car. Most everyone very friendly speaking comments to us and smiling as it appeared everyone was expecting us. Calvin was very friendly and accommodating. As we were leaving the dealership for our test drive (with the moon roof open) Jordan barked "make it snappy". REALLY??? We are obviously very interested in buying this car tonight and have travelled here from Dayton and you want to make a comment like this? Obviously needs better customer service, leadership and sales training. Calvin apologized for this "manager's" behavior over and over. Ultimately we bought the car. Would have given this dealership an Excellent rating if it wasn't for Jordan's disrespectful comment to us, about us and a very poor representation of customer service. We did consider walking away and ordering a 2017 car from a dealer in Dayton, but, the car and Calvin's handling of an embarrassing situation made us comfortable to continue the purchase. More

Recalls handled quick and on time . Have owned two jeeps over the years. Whenever any major work needs to be performed Kings Jeep always gets the job done right the first time. Chanel Have owned two jeeps over the years. Whenever any major work needs to be performed Kings Jeep always gets the job done right the first time. Chanel Elam is a great service advisor also, with long history in Jeep service. More

Great Staff The staff was great. Very helpful. We were greeted immediately and all of our questions were answered right away. The vehicle was delivered ready to g The staff was great. Very helpful. We were greeted immediately and all of our questions were answered right away. The vehicle was delivered ready to go and we were given a thorough review if the car. More