ComplaintsforCrossroads of Virginia, Inc.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business has had my vehicle for the last four months and they have been very slow when working with the warranty company. And this is after they misdiagnosed my vehicle and the warranty company gave them the OK to change the cam phasers . Then three months later they tell me that my engine is gone bad. Finally, they got the authorization to order a new engine to put in my truck. The engine came in last week and they still havent started working on my vehicle. I called and the only thing they could say to me is call back on Monday because the service manager is on emergency leave, but theyre still should be somebody to tell me the status of my vehicle. I have been very patient with this company, but they are the most unorganized place i have overworked with. They have been so sketchy concerning the whole thing that Im afraid they might put a bad engine back into the truck. I just dont trust them anymore.

  Business response

  11/06/2024

  While it is understandable that the customer is frustrated with the experience of multiple mechanical issues with his vehicle, Crossroads **** of Prince George is working diligently to assist him.  Earlier this year, his vehicle was repaired.  His vehicle has now returned to the shop for unrelated, but necessary repairs.  The customer has an extended warranty on his vehicle, and the warranty company, not Crossroads **** of Prince George determines which repairs will be covered.  The warranty company is not affiliated with Crossroads **** of Prince George and Crossroads **** of Prince George cannot impact the speed with which the warranty company operates.  However, Crossroads **** of Prince George worked with the warranty company and received approval for the installation of the needed engine.  The parts for the installation have been received, and repair of the customer's vehicle will be soon completed.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In Feb 2024 I traded my 2020 **** edge on a 2021 **** explorer from the Sales Manager *****. ***** was extremely pushy in my making a decision and at times I felt very uncomfortable engaging with him. My car was in great condition with new tires when I arrived and during the sales process the explorer demonstrated issues with the screen and Bluetooth connections, ***** stated oh it just needs an update We werent solely seeking a new vehicle, we just wanted more space for our young children. The vehicle since February has been in the service department 4 times and the last appointment I made was on 9/16 and I was told that the earliest they could fit me in was on 10/11. When I had the car dropped they decided to then tell me my warranty expired on the 30th with no warning prior and they wouldnt do anything to help, 2 weeks after the appointment was made! When my husband discussed the issue with ***** he stated that we were **** out of luck. I escalated to ******* the Service manager whom assured me she had been working with **** to cover the issue with my car. Since then she has avoided my calls and I even heard her laugh in the background when Ive called the department attempting to contact her. ***** is a predator and manipulating people into buying vehicles he knows have issues! The extended warranty was in excess of $200 additional monthly and since February Ive had continuous issues. I am hoping to have a mutual and respectful agreement take place to help resolve this issue, but after my experience the people at Crossroads were born with no values. This is the first step taken and I am prepared to take much more actions as needed, my kids safety is at stake and my voice deserves to be heard, not silenced or manipulated because of me being a woman. Please help this is an urgent issue!

  Business response

  10/24/2024

  While it is understandable that this customer is upset that she is having issues with her newly purchased vehicle, she was in no way discriminated against on the basis of her ***.  The customer was informed that her factory warranty expired prior to her service visit and that her repairs, therefore, would not be covered under warranty.  Crossroads **** of Prince George does not determine the expiration of factory warranties, those terms are set by the vehicle manufacturer.  
  
  Additionally, all calls to and from Crossroads **** of Prince George are recorded.  Review of calls with this customer and her partner in no way indicate that she was dismissed or disparaged.  Rather, the customer was informed that ***************************** contacted **** for an exception to this customer's warranty, and that ********************** **** of Prince George would assist her with the cost of her necessary repairs.
  
  Crossroads **** of Prince George is working diligently to assist this customer with her vehicle repair needs and is treating her with the same respect and consideration extended to all other customers.

  Customer response

  10/24/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me as long as the commitments made during a conversation on 10/23/24 with **** ******** from Crossroads leadership team comes to light. I will wait for the business to perform this action and, if it does, I will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ********************************************** as I will be forced to begin the process all over again in advocating for myself. It is discouraging that Crossroads deems no sexual bias occurred due to phone conversations being monitored and recorded, my husband and I were hardly ever able to reach anyone via phone and when we did we received no valuable information. ***** played his sales position with a strong predatory stance and I admire his passion to win the deal, but at cost does that come to your customers? He was in no way helpful at all and ******* from Service heard my husband out once on the day of my last service appointment(10/11/24). During that appointment is when she told him that she would submit to **** the following Monday and would get back to us no later than Friday 10/18, we never heard back even after multiple attempts to reach her. Unfortunately, my struggles were never over the phone as they were always right in my face. I hope this is a learning opportunity for Crossroads on the importance of treating its customers with dignity and respect, after all we are all human beings and have people relying on us. My story is valid, my story is true, and as long as the commitments **** discussed with me comes to light I am happy to keep my story and all the steps along the way between us because having my vehicle safe for my family is what matters most. 

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

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was under 100k when it needed repair. I couldnt be seen for 3 weeks so the car went over 100k by less that ******* miles and now because I drove my car the repair is on me. This is wrong. If it would have sat not used the car needed to work they would fix it. Im a ******************* customer I guess I get a ******* same quality.

  Business response

  05/13/2024

  When the customer called to schedule a service appointment, they were told that the earliest their vehicle could be seen was eight days out.  At the time, the customer did not mention the mileage or a warranty.  The vehicle was not purchased from Crossroads, therefore the Service Advisors were unaware of the warranty terms or anticipated mileage.  It was not until the vehicle arrived for service, after the warranty was expired, that the customer asked for assistance with warranty coverage.  The Crossroads Service Team took all available measures to assist the customer with the cost, including contacting the warranty holder to ask for an exception and, upon being turned down by the warranty holder, the Service Team located a discount code for the customer's use.  While the customer's frustration is understandable, ********************** took all available steps to assist this customer and provide resolution for their service needs. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called the finance department to ask what was required to receive my refund for my extended warranty and my Gap being that I sold my vehicle. I was told that I needed the letter from the bank (American Credit Acceptance) showing that the loan was paid off. Im no longer located at *********** **, but now currently at Fort ****** *******. Mr. ************ believe stated that I can send it via, email. I sent all required documents to *************************, from my understanding was the Finance manager. This email contained 4 documents, which was sent on July 17. 2023 @ 08:34am. He did not confirm receipt of my email, so I started calling. The Phone keep going to a voicemail. I left a voicemail, asking for a return call. I didnt receive one. I continue to call and I finally got hold of *****, he stated that he could really help me because he didnt have access to his information and he wasnt available. I eventually just ask to get the District Managers voicemail and left a message asking for him to please call me, since I cant get anyone from the finance department to call, confirm and send my refund. I have suffered a lot of pain and headaches dealing with this situation and all I want is my refund.

  Business response

  08/02/2023

  Crossroads Chrysler Jeep Dodge Ram apologizes greatly to this customer for this inconvenience.  The member of the sales team who was assisting this customer experienced a sudden, unexpected death of a close family member and failed to complete the refund transaction for this customer prior to beginning bereavement leave.  All due refunds are in process and should be received by the customer shortly.  We appreciate the customer allowing ********************** Ram the opportunity to correct this error and hope to have the opportunity to serve him again in the future.

  Customer response

  08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************************
  
  
  
  

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Shelby ***** from them on September 29 and when I received the car it was damaged. I was told the car would ship to me on there truck on October 3 or4. They never called so I called them on Tuesday the 4. They told me that I would have wait and it will sip to me on October 10 or 11. I asked them why and they told me that there truck was not available. I then asked if the car was damaged and they said no. I have evidence that they did damage the car on oct 4. I received an email from someone at the dealership telling me they damaged the car. The car was delivered to me on October 10 at 8 at night. It was dark and I noticed damage under the car and the passenger side front fender was not aligned with the car. The next day I inspected the car in the sun and noticed damage on the car. The passenger side front fender was damaged there are visible dents and signs of repair bad paint and overspray noticeable on car the fender is not aligned with the car it was bent and damaged. Passenger side headlight scratched rocker panels on passenger side has white overspray or no do dust on it. The passenger side door is dented under the mirror. Damage on lower front and the belly pan. Chips in the paint front and passenger side front fender engine bay has signs of damage on the underside of hood and fron t of car the grills are falling out signs of body work on passenger side. I called **** they started a case # cas-39146914c9n6v4. They told me to take it to a dealer body shop and document the damage I did that and it is on file with this case. When they shipped the car they told me it was perfect it is not it was wrecked. They also charged me a 17000-18000 mark up for this car. I called my salesman and told him about the damage and he said its all warranty now please help me if you can I purchased a new car not a wrecked one thank you for your help I am also a veteran and I am on full disability and they knew I feel like they took advantage of me

  Business response

  11/05/2022

  While it is unfortunate that the customer is not satisfied with the quality of his purchase, the vehicle was not wrecked or damaged prior to delivery.  Contact was made with the customer to discuss his concerns and an offer to purchase the vehicle was extended to the customer.  No offer of repair was made as the vehicle was not damaged.  Though Crossroads **** of Prince George extended the offer to purchase the vehicle back from the customer, the customer declined the offer and has elected to work directly with **** rather than the dealership to negotiate a repurchase of his vehicle. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I scheduled an appointment for service to my 2016 Explorer for April 6, 2022. I dropped my vehicle off the night before and I have yet to get my vehicle back due to a couple of factors. The first one is the most important one, which is POOR COMMUNICATION between department personnel. Crossroads called me to notify me of another issue (outside of what I dropped my vehicle off for) and because of the nature of the matter, I authorized them to fix it. This matter was escalated by the warranty people saying that the issue was my fault. Crossroads did resolve that, but the next matter came when the warranty people said there was another warranty that was transferable to my name. Crossroads said it wasn't transferable, but after speaking with ****** corporate office, it was discovered that it was indeed transferable. The salesman that added it to my warranty info knew it, but the service department didn't!!! So my wife and I had no vehicle to go on vacation with last week, and Crossroads is saying that the part needed won't be in until tomorrow and I SHOULD have my vehicle back by Thursday. Wednesday makes 3 weeks that this has been happening!!! This is unacceptable! Another gentleman that was in there said they had his vehicle for 3 months! My daughter took her car to them for a one day fix that ended up being 3 days before she got her car back! Please Help!

*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. ↩