Complaints

This profile includes complaints for Friendly Dodge Chrysler Jeep, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Friendly Dodge Chrysler Jeep, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Friendly Dodge Chrysler Jeep, Inc.

  2499 State Route 14A Penn Yan, NY 14527-8704

  
• 

  Friendly Dodge Chrysler Jeep, Inc.

  875 Routes 5 & 20 Geneva, NY 14456

  
• 

  Friendly Dodge Chrysler Jeep, Inc.

  PO Box 473 Geneva, NY 14456-0473

  
• 

  Friendly Dodge Chrysler Jeep, Inc.

  6512 Wes Rd Hamilton, NY 13346

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/01/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We can send via USPS all the documents that we have in reference to this matter. We ordered a new **** ***** in March of 2022. The truck came to Geneva in June 2022, the dealership sold this truck to another buyer because we had rebates, incentives and an X-Plan from work that allowed us a few thousand dollars off from the deal. They dealership knew this in March! The GM Jeff M**** told us that he could sell this truck to someone else and make more money! It was all about money! The dealership has ignored an neglected our phone calls to try and resolve this matter. We want the same deal but the rebates and incentives are all gone. They had to be used by April 4th This dealership knew all along that they would throw us under the bus and sell this truck to someone else to make more money! OMG! Who does this, wrong on so many levels. Unlawful, criminal if not illegal! We filed a complaint with **** Motor Company on June 28th 2022 but have not heard a response. We have sent letters, emails and made several phone calls with no updates. Case # *********** **** Motor told us to file a complaint with the BBB as they have NEVER heard of something so bizarre! Everyone is passing the buck! Please help! Any help you can give would be greatly appreciated. We look forward to your response in this matter. We can try to download the letters and the document we had from March 2022 If it does not go through, we can send the information via USPS! Thank you ****** & ****** ******* ###-###-#### P.O. box ******* ****** Street **** *** NY *****

  Business Response

  Date: 08/22/2022

  On March 15th, *** ******* came into Friendly Ford of Geneva to order a new 2022 ****
  *****. The existing truck he offered to trade in, a 2015 ******** was appraised, “sight unseen” for $25,000.00. Friendly Ford stated to *** that to ensure this accurate appraisal amount, his vehicle would have to be fully inspected and surrendered at that time. *** was informed that if he chose to keep his vehicle and wait to trade it in upon arrival of his new vehicle, a new appraisal would be imperative as the market value is fluctuating. *** declined the appraisal amount of $25,000.00 at the time he ordered the new vehicle, and wanted $29,000.00 for his trade. *** was informed that the trade-in amount he wished for would not be feasible, but he would still be able to order the new vehicle. On June 23rd, 2022 the new ******** arrived at the dealership. Due to the market value at this time, a new appraisal amount, also “sight unseen”, was offered at $23,000.00. *** was unhappy with this amount, so he was asked to bring the truck in for a full inspection, in hopes of a higher trade-in value. Upon inspection of the vehicle, it was discovered the truck needed all new tires, as cords were showing through. It was discussed with him that the market was softening, and prices were going down. Friendly Ford shared with *** that similar trucks to what he wanted to trade in, were being sold at area dealerships for approximately $26,000.00. Due to his truck needing tires and brakes, Friendly Ford would have to invest between $2,000-$3,000 before it could be resold. Discussions commenced for the next few days regarding going forward with the sale, but the trade-in offer of $23,000.00 would stand firm. On Monday, June 27th, Mark H**** contacted *** to see if he made a final decision. *** stated he would only purchase the new vehicle if the trade-in value was $25,000.00. Mark informed *** that if he could not come to agreeable terms, the truck would go on the lot for sale. *** stated to Mark H**** that he was not interested in purchasing the truck if he did not get $25,000.00 for his trade-in. Due to ***’s refusal to accept the terms set forth, the new truck was offered on the lot and sold two days later on June 29th. Friendly Ford received a phone call from ***’s wife, ******, expressing her disappointment that the truck was no longer available and sold to someone else. Since Covid has ensued, 75% of Friendly Ford’s new car sales are ordered units. It is Friendly Ford’s policy that a trade in value is not guaranteed, unless the vehicle is surrendered at the time of appraisal and/or when the new vehicle is ordered. Friendly Ford has successfully delivered nearly 1,000 retail units with this policy. Our customers have always understood that ordering a vehicle can be a timely process, and market conditions are always fluctuating. This complaint is the first that Friendly Ford has received with this issue. The *******’s were given the option to surrender their vehicle and receive the agreed upon sales price in March. They were informed of appraisal values fluctuating. They chose to decline purchasing the truck solely on the trade-in value that was fully justified by the condition of their vehicle. They were given plenty of time to agree to the terms, but they were not able to accept our offer, therefore the truck was released to the sales lot. Jeff M**** Friendly Ford

  Customer Answer

  Date: 09/07/2022

  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. We are responding to the response from Friendly Ford dated 9/6/2022 in reference to the complaint we filed on 7/30/22.  We would like to know who from Friendly Ford signed this response dated 9/6/22. It was stated that there are several options on purchasing a new vehicle! They are totally and completely WRONG on this one! There were only TWO options with the Rebates and incentives that we had - Purchase from LOT of ORDER! We decided to order! Worst decision we have ever made! We are so disheartened to think that Friendly Ford would lie the way they have!  It is true, there is no discrepancy with the incentives or REBATES! But! Friendly Ford took ALL those out of our hands the minute they intentionally sold the truck that we ordered to someone else! We had TWO BIG REBATES from **** Motor Company and an X-Plan from work! With incentives and rebates we had $9,000.00 off from the new truck that we ordered! This was the problem with Friendly Ford NOT wanting to sell us the truck! They knew in March that they would NOT be selling this truck to the *******'s!  Jeff M**** told ****** that he could sell the truck to someone else and make a lot more money! So, it's about money now and NOT customer satisfaction or loyalty! This is how you treat LOYAL customers! We were offered $25,000.00 for our 2015 **** ***** in March of 2022 on the trade-in towards the new truck ordered! This is where General Manager Jeff M**** LIED! OMG! How can anyone live with themselves! We did try to surrender our truck in March. We offered our truck to Friendly Ford in March!  Jeff said he could NOT take the truck due to some legal binding contractual issue! We told him, he knew we had two vehicles he could have taken our truck in March! Jeff M**** refused to take our truck in March! We wanted to surrender our truck! He said what if the new truck comes in and we do not like the truck then we are out two trucks. Made perfect sense! So, for them to say it is common practice to take a vehicle on trade when someone is ordering a new vehicle! Wrong again! This is NOT common practice! We asked around and they said it is NOT common practice to surrender your vehicle when you order a new vehicle! Not sure why Friendly Ford would say that! They are desperate because they know they are WRONG all the way around this matter! ****** signed two different documents, Quote/contact (?) and a document that Mark H**** brought to our home on 3/19/222 to be signed. This document was to get the truck ordered and started from **** Motor Company! We asked verbally and in a form of foiled request to get copies of ALL documents that we signed relating to the order of this truck. To date we have received no documents on this matter! Friendly Ford has ignored and neglected us on every request we have made to them. We have made NO false statements attacking Friendly Ford! We have only spoken the truth as we do NOT want anyone else to have to experience the nightmare that we have experienced in this matter. It was mentioned that the salesperson is a revered person around town, so are we volunteering with several agencies. We are just as rebuttable as Mark H****. Probably more well known around if you checked! We are actually devasted to think that Mark would participate in such an unethical and unprofessional manner. This has NOTHING to do with what they did to us! We thought everyone was good people until this happened to us! The money that Friendly Ford donated has NOTHING to do with this matter. They are grasping at anything! **** Motor Company is NOT happy with what Friendly Ford did to us! They said they had never heard of this before! Then they should make a WRONG - RIGHT!   All of our inquiries were NOT addressed and or acknowledged! Friendly Ford has ignored and neglected to respond to our many inquiries. ****** spoke to Mike U***** in July, he said to order a new truck! ALL the REBATES are gone, Friendly Ford took them out of our hands when they sold the truck to someone else! So, resolution would be to put the money back into our hands that Friendly Ford took away from us and get ALL the REBATES back. Please acknowledge, address and respond to our issues and concerns in this matter. We look forward to a favorable outcome. Thank you.  ****** & ****** *******

  Business Response

  Date: 09/09/2022

  Friendly Ford of Geneva confirms that on March 16, 2022 ****** ******* ordered a ******** from Friendly Ford of Geneva. Mr. ******* qualified for an X-plan incentive and additional rebates awarded to him by **** Motor Company. The incentives offered by **** Motor Company presented Mr. ******* with several options on how he could purchase the new truck. There is no discrepancy over the incentives, rebates or price of the new truck. In March 2022, Mr. ******* was offered a “sight-unseen” appraisal for his truck of $25,000.00. If Mr. ******* surrendered his vehicle at this time, the market value allowed for this appraisal. Mr. ******* was informed that if he chose to wait for the new truck to come in, the trade-in value could not be guaranteed. Mr. ******* made the decision to order the new truck and not surrender his vehicle. Friendly Ford has never guaranteed a trade-in value for a future date, as the market is perpetually fluctuating. There are too many unforeseen factors that are not conducive to guaranteeing an appraisal value. However, it is common practice for customers to lock in the trade-in value by surrendering their vehicle at the time a new vehicle is ordered. That is the only way a trade-in value can be guaranteed. These terms were openly discussed with Mr. *******. It was reiterated to Mr. ******* on several occasions that if he was not happy with the appraisal value, he was not required to purchase the new truck. Mr. and Mrs.*******’s false statements are attacking the integrity and ethics of Friendly Ford. In the past 6 years, Friendly Ford of Geneva has received the prestigious President’s Award five times. This award is granted to less than 10% of Ford dealerships nationally, based solely on customer satisfaction. Friendly Ford of Geneva, as part of the Friendly Auto Group, has raised and donated over $40,000.00 to two local cancer organizations in the month of August 2022. The Commercial Sales Manager that assisted the *******’s with this sale is highly revered in the area as a retired police chief. All social media retaliations from the *******'s were addressed promptly. **** Motor Company contacted Friendly Ford and was debriefed on all the details of the *******’s proposal and saw no unethical actions present. In closing, Friendly Ford never retracted the incentives, rebates or price of the new truck. This truck was ordered specifically for the *******’s. Given the obvious nature of fluctuating market values over a three month span, appraisal values undoubtedly will change. The *******’s chose to forgo the only option that would lock in the value quoted in March. Their decision to keep their truck and risk a fluctuating trade-in value was solely theirs. It was also the *******’s decision to refuse the terms of the proposal, therefore forfeiting the sale of the new truck.  BBB spoke to Jeff at business and the following additional statement was relayed: The customer was given the opportunity to leave his vehicle, he chose not to at that time.