(Solved) Dealer Deposit Refund on Botched Order

[TwelveGaugeSage]

UPDATE: They refunded my deposit. Salesman was very apologetic and said there was some miscommunication. No apology for shitty treatment and wasting my time by management.

I posted before about how my order sheet didn't match my build sheet or window sticker. Optioned on the Rubicon I ordered were Katzkin leather seats, M/T tires, steel front Bumper, interior assist handles, and sill guards. None of those made it to the build sheet or the window sticker. I talked to Jeep customer service which told me if it isn't on the build sheet or window sticker it isn't there.

I offered to still buy the truck, but at a reduced price because it was ordered wrong. I showed them Gupton's pricing on the same truck I ordered. They refused to deal. I asked for my $500 deposit back and the salesman told me to come in and get it because refunds can't be done over the phone. I re-ordered from Gupton.

A few days later I headed over to Bertera Jeep after work to get my deposit back. I talked to the first guy behind the counter(Vice General sales Manger?) I said I was there to get my deposit back. He gets some info from me and starts looking me up. Then the second guy behind the counter(General Service Manager?) butts in and says, really snarkily, "Deposits are non-refundable!" I said, "nono, I talked to my salesman who said I could come get my deposit back because my order got messed up".

Snarky jerk behind the counter, "Your order didn't get messed up. Deposits are non-refundable. Did you order your Gladiator in Tennessee?" I said, "Yes I did." He responded snarkily once more, "I hope your happy with it. Deposits are non-refundable". I got loud and told him this is a scummy way of doing business, had a few more words, and left.

Got home, called Jeep customer service. They told me I needed to work it out with the dealership. I told them that wasn't going to happen. They said I could file a dealer complaint, so I did. Called my credit card company and reported the fraudulent transaction. Reported to the BBB. My credit card said I likely won't be responsible for the deposit and that they were taking action. I haven't heard back from BBB or Jeep yet.

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[blau iii]

Since you disputed with your CC, you should be fine. If not, that amount is small enough to go to Small Claims Court. If your story is accurate and you have documentation, any judge will likely side with you. Frustrating for sure.

 

[869 KPH]

I posted before about how my order sheet didn't match my build sheet or window sticker. Optioned on the Rubicon I ordered were Katzkin leather seats, M/T tires, steel front Bumper, interior assist handles, and sill guards. None of those made it to the build sheet or the window sticker. I talked to Jeep customer service which told me if it isn't on the build sheet or window sticker it isn't there.

I offered to still buy the truck, but at a reduced price because it was ordered wrong. I showed them Gupton's pricing on the same truck I ordered. They refused to deal. I asked for my $500 deposit back and the salesman told me to come in and get it because refunds can't be done over the phone. I re-ordered from Gupton.

A few days later I headed over to Bertera Jeep after work to get my deposit back. I talked to the first guy behind the counter(Vice General sales Manger?) I said I was there to get my deposit back. He gets some info from me and starts looking me up. Then the second guy behind the counter(General Service Manager?) butts in and says, really snarkily, "Deposits are non-refundable!" I said, "nono, I talked to my salesman who said I could come get my deposit back because my order got messed up".

Snarky jerk behind the counter, "Your order didn't get messed up. Deposits are non-refundable. Did you order your Gladiator in Tennessee?" I said, "Yes I did." He responded snarkily once more, "I hope your happy with it. Deposits are non-refundable". I got loud and told him this is a scummy way of doing business, had a few more words, and left.

Got home, called Jeep customer service. They told me I needed to work it out with the dealership. I told them that wasn't going to happen. They said I could file a dealer complaint, so I did. Called my credit card company and reported the fraudulent transaction. Reported to the BBB. My credit card said I likely won't be responsible for the deposit and that they were taking action. I haven't heard back from BBB or Jeep yet.

Sounds like you found both of 'em!

 

[TwelveGaugeSage]

Sounds like you found both of 'em!

Indeed!

 

[Jefe1018]

Lol sounds like they were salty to have lost a sale. It’s hilarious to me that I get so much hate and “it’s a free market” when I suggest that the dealer system is broken.

Hope it all works out for you OP.

 

[ShrimpHappens]

If Jeep wants their new Wagoneer branding to succeed, they're going to have to somehow improve the customer service at 50%+ of their dealerships. Stuff like this is all too common.

 

[TwelveGaugeSage]

With so little stock available, now would be a great time to trim the fat.

 

[redrider]

Another dealership for the Cancel Culture Crowd? Non-Refundable? Show me that in writing with a signature. Words are empty unless put to paper, IMO.

 

[badger719]

Got to wonder if word about Gupton is getting around.

One of the local CDJR dealers in WI I spoke to seemed to be familiar with them (and this salesguy didn't even bother trying to give me a number on a factory order, conversation was over as soon as I brought up OTD price from Gupton). I know they've been very popular for years with the JK/JL crowd.

 

[dcmdon]

If Jeep wants their new Wagoneer branding to succeed, they're going to have to somehow improve the customer service at 50%+ of their dealerships. Stuff like this is all too common.

And we haven't even talked about the service department.

I worked at a Saab dealer from the late 80s to late 90s. When Lexus came on the scene in the early 90s it changed things HUGELY. For the better for the customers.

Gone was the freeze dried coffee, filthy waiting rooms and loaners (if you could get one) that were 150,000 mile clunkers. We SIGNIFICANTLY stepped up our game to compete.

Good coffee, a nice waiting area and free WiFi are now just tip of the iceberg for better car brands.

Though I do most of my maintenance myself, my wife's Volvo came with free maintenance for 50k miles. So I brought it to them. While I waited I got to nosh on fresh bagels with cream cheese, drink decent coffee, surf the web and generally hang out in a clean comfortable environment.

Typically the service manager would at some point ask me if I had time for a complimentary wash and vacuum.

When I got the car back, the service writer would remove the protective floor and seat covering before handing me the key. It was truly CONCIERGE type service. Of course I paid for it in the price of the car. But on the surface it was "free".

For someone buying a $110k Grand Wagoneer, they don't care if the cars costs $110k or $111. They want the experience.

Shoot, I'm the simplest guy in the world and I LOVED the experience.

 

[LostWoods]

Another dealership for the Cancel Culture Crowd? Non-Refundable? Show me that in writing with a signature. Words are empty unless put to paper, IMO.

It's in the standard order document for every dealership in the country. But, such agreements require all parties to act in good faith and that signature was provided assuming they would be receiving what was on the order form. Assuming OP's story is straight and they have their own documentation then this is a quick small claims case.

But I agree with the customer service comments in here... Jeep dealerships vary wildly and if they want to be a premium domestic brand like they are positioning themselves to be, they need to act like it.

 

[dcmdon]

As someone of Italian American heritage, I can tell you that revenge is very very satisfying.

the domain

berteracars.com is available for about $15.

If you get it from go daddy.com you will be able to put up basic documents and HTML for free.

You could tell people about your nightmare and provide documentation of the problem. Name names, etc.

All perfectly legal and ethical provided you are telling the truth. You could even put a link to Gumpton Motors. I'm honestly astonished that Bertara doesn't that domain already.

If you really want to be evil, you could spend a few bucks for some search engine optimization so that when someone googles "Bertera cars" your site is at the top of the list.

berteracars.com. get it!!!

 

[BRMoose]

It looks like the items you are referring to are all Dealer add on - not factory build parts so why would they be on the Factory window sticker?

 

[TwelveGaugeSage]

It looks like the items you are referring to are all Dealer add on - not factory build parts so why would they be on the Factory window sticker?

To get the Katzkin seats, you order cloth and it has a code for the delete. Mine had the info for the factory leather. Steel front bumper and M/T tires show up on the window sticker and the build sheet. Not sure about sill guards or handles.

 

[AmishMike]

Bertera has that reputation, sorry.

I just looked at Gupton's Website and saw the Rubicon at $65K. Didn't realize prices had come up that much since a year ago. No surprise with the demand.

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