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Old 12-27-2013, 07:17 PM
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How to cancel factory order without losing deposit

In early Nov, I placed a factory order for a 2014 JGC because there weren't any Overlands with the ORAII pkg near me. On 12/5 dealer calls me with great news that the Jeep is already in MA at a railyard, and they expect it to be at the dealership in a couple days. I call and email my sales agent now and then to get updates, and each time he tells me the same thing, "should be here soon".

Yesterday I show up at the dealership and ask to speak to a manager. Sales manager is apologetic, tells me there was some paperwork snafu, and that the agent is new and doesn't know process well, etc. Then he tells me that the car has been "Held". And that when it reaches that status, he is legally obligated to tell me that it could have been damaged in transit. Or it could be something else entirely, but that all they know is that it's in Held status. The vehicle may need to be sent back to factory to be repaired.

Sales manager gives me his card, puts his cell phone on there, promises to get to the bottom of things, and that he'll find out what happened first thing next morning during some phone call with corporate. I say fine. This morning I call at 11:45am cause I haven't heard from the manager yet. He picks up, promises to call me back in 10 minutes. I start calling him at 2pm, office and cell, called the agent I originally worked with too, all straight to vmail.

This evening, 6pm, sales manager calls me, assures me the delay is due to something minor, but can't give me any details. Says he is going to find out more during a phone call on Monday. I'm tired of being dicked around, and tell him I want to cancel the deal. He asks me if I'm sure, as that would mean losing my deposit, I agree to wait until Monday.

Sorry for the novel, I'm just really frustrated and I'm using this post to vent as much as ask for advice. Is there a way to cancel this order and get my deposit back? I really don't want to pay $50k to wait another month for an suv that's already been in an accident.
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Old 12-27-2013, 07:32 PM
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I would say to see what they say on Monday then elevate it to the manager of the dealership or the owner of the dealership.
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Old 12-27-2013, 08:08 PM
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Re: How to cancel factory order without losing deposit

I worked for Ford for a number of years. First off if the vehicle was damaged they would not send it back to the factory. Manufactures outsource transportation damage. Here they only have to let you know about the repair if it is over $1000.00.
Held can also mean the factory is holding the vehicle from being delivered due to a quality control issue. Monday Morning I would go through the normal channels and if you don't get an answer you like,I would seek out the GM or owner of the dealership and find out what's up. Two things come to mind from past experiences. First one was waiting for a ordered 2010Jeep GC and it was held up for weeks because my dealer was loosing the franchise and Jeep would not release it to them. Second was waiting for a ordered T-Bird Vert.The vehicle was built and shipped to the dealer and then returned to repair a electrical glitch. Sales mangers that can't take care of a customer don't need to be managers. The "I'm going to check on it" BS just doesn't get it. Go to the top.
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Old 12-27-2013, 08:28 PM
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Re: How to cancel factory order without losing deposit

Interesting, ok, so I'm certainly going to hear what the manager I've been dealing with so far has to say on Monday. And I'll escalate if he attempts to delay.

Let's say he tells me something had to be repaired, but it's minor and I don't need to worry about it. I don't trust him, nor anyone at the dealership at this point. Can I demand to see a work order for what was repaired? Do I ask to test drive the vehicle, and drive it to a garage to have it checked out?
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Old 12-27-2013, 08:35 PM
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Re: How to cancel factory order without losing deposit

What does it show in MOTS?


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Old 12-27-2013, 08:42 PM
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Re: How to cancel factory order without losing deposit

Just checked PM, he already got back to me, which is super fast.

Built - Pending Inspection (I) 12/03/2013 01:51 AM EST Detroit Jefferson Assembly, MI

So, looks like the dealer hasn't received it yet.
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Old 12-27-2013, 11:20 PM
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Re: How to cancel factory order without losing deposit



Just a scratch, don't worry about it. </sales manager>

Ok, it's probably not that bad, gotta stop letting my imagination run wild.
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Old 12-28-2013, 04:28 PM
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Re: How to cancel factory order without losing deposit

For relatively common vehicles like the WK2, dealers in the US will refund the deposit, no questions asked, until you take delivery. The blotch on their name by retaining the deposit is not worth it. Something special like a lime green SRT may be different
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Old 12-28-2013, 09:41 PM
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Re: How to cancel factory order without losing deposit

Well if you had paid any attention to the entire Diesel WK2 saga, a whole lot of them were basically build then kept in a "Hold" status for weeks. In fact many of us who ordered cars from the factory had theirs in some sort of "Held" status at some point or another in some factory yard or rail yard. It doesn't mean your car has been damaged in an accident.
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Old 12-28-2013, 10:54 PM
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Re: How to cancel factory order without losing deposit

Always amazes me how some people believe the retelling of their story is somehow supposed to make you feel better.......that said here's my story .

Ordered my MY14 Overland in mid August, received an Oct 8 delivery date. Was build Sept 27. Oct 8 came and went, as did Nov 8 and 3 delivery dates in the middle. Mid November I learned that the Jeep was held for QA purposes, likely to do with the transmission software upgrade.

Was very close to just giving up and getting a Pilot off the lot, I needed something asap. Told the dealer if the Jeep was not in by the 22nd I would be by for my deposit. I picked it up on the 20th, 14 weeks into a 6-8 week order.

I do understand your frustration but would highly recommend giving it a little more time, the wait and disappointment is soon replaced. I'm loving the machine and look back at my impatience and just shake my head, it was worth the wait.
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Old 12-28-2013, 11:49 PM
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Re: How to cancel factory order without losing deposit

ColdCase - glad to hear

f1anatic - true

Caper - You have more patience than I, that's a long time. Do you think it was a coincidence that the vehicle arrived right after you threatened to cancel and get your deposit back? Or do you think the dealership took some action to get your vehicle in to avoid losing the sale?
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Old 12-28-2013, 11:57 PM
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Re: How to cancel factory order without losing deposit

Good news from MOTS update

Departed Facility 12/28/2013 12:13 PM EST East Brookfield, MA
(on truck to dealer)
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