AutoNation Chrysler Dodge Jeep RAM North Richland Hills

My husband had a 2019 Grand Cherokee and thoroughly enjoyed it. He recently passed and I sold the vehicle.

I had gone into the dealership on 9-30-2021 to take my 2015 Cherokee Latitude in for service due to a recall. While there, I went to the Finance Dept. and spoke to Jishai and requested the refunds on the 2 warranties still outstanding on the 2019 vehicle. He filled out the paperwork and advised me it may take 6-8 weeks to get my refunds.

On 12-08-2021, after several attempts to reach Jishai by phone, I made a trip into the dealership to check on my refunds.

I spoke to him about not receiving my refunds, and he checked the paperwork. He said one refund was sent on 11-11-2021, and the 2nd one never showed it had been issued. He showed me the paperwork and I noticed that the city and zip were incorrect, He said he would issue a trouble ticket and corrected the city and zip. Furthermore, he advised me this would take about 24 hours, and he would call me.

I sent Jishai a text on 12-09-2021asking about the status of my checks. He said he hadn't heard anything and that he would contact his accounting manager to see if she could help. On 12-11-2021, I texted Jishai again. He said that a stop payment was issued on 12-10-2021 and a reissue was next.

I inquired if that was for both checks and would I get the checks in about a week. He said the checks were issued by the corporate offices, and he was not sure of the turnaround time. He would inquire about that on Mon 12-13-2021. NEVER GOT A CALL OR TEXT!

I texted him on 12-15-2021 again, NO RESPONSE! I texted again on 12-16-2021, and he said he talked to his office manager, and she advised that the whole process takes 3 weeks. After, the check is canceled, they wait 10 days before reissue and then mail out a check. I thanked him for checking on this matter and told him that I was upset as this has taken over 2 1/2 months.

I asked him to have a supervisor call me that, as I think that this is totally unfair. They can see the checks have not been cashed, and the address was corrected. I told him that I was not going to accept this, and I wanted a call back from the supervisor that day. I NEVER got a call from either the supervisor or Jishai.

On 01-06-2022, I sent Jishai a text and said that I have heard nothing from him, or his supervisor and I still did NOT have the checks.

I requested a status update. NEVER HEARD BACK!

On 01-10-2022, I called the dealership and requested to speak to the General Manager. (When I had called on the 01-07-2022 requesting to speak with the General Manager, I was advised he was on vacation and would be back the following Monday).

I called on 01-10-2022, and requested the General Manager, guess what? The operator said, she hadn't seen him and didn't even know if he was in.

She never left the line to check but did ask if I would be willing to speak with someone else. I told her, I didn't think so, as I had a complaint and wanted a resolution to my problem. She asked if the supervisor in

Customer Relations might help. I spoke to Mia in Customer Relations, explained my frustration in getting a solution.

She kept me on the line while she called the refund center. She advised me that they would stop payment on the checks and expedite. Takes about 24 hours. The refund center would also issue 2 new checks and mail them to me overnight.

Mia, said she would follow up with them and as soon as the checks were issued, she would get the tracking number and call me. We could both then track the checks. I NEVER HEARD FROM HER! On 01-12-2022, I called Mia at 12:53 pm and left a message.

At 4:52 I called her again and left a message. I never heard from her. When I called again on 01-13-2022, I was advised she had left for the day. On Friday, 01-14-2022, I went outside and found the FedEx envelope laying on the front porch.

This made me angry, as I never got any notice that the check was being delivered. In the envelope, there were 2 checks totaling $2,446.00. With all the porch pirates, don't you think this was irresponsible?

This whole matter was mishandled and never followed up on. Yes, I FINALLY got my refunds but at what cost?

What happened to good customer service? I have purchased my last 3 vehicles from this dealership and have taken them in for service.

No more! The cost to me was stress and much aggravation, and the cost to you is, I am no longer a customer of Auto Nation.