Buying a certified pre-owned vehicle should be a smooth experience, instilling confidence in the buyer. Chrysler’s certified pre-owned program promises certain assurances, but what happens when those promises aren’t fully delivered, specifically when it comes to something as essential as a key fob for your 2012 Durango?
One customer’s experience highlights a potential gap in the certified pre-owned process. Upon purchasing a 2012 Dodge Durango, they were assured by the salesman that they would receive a second key fob. The understanding was clear: despite the vehicle arriving at the dealership with only one key, a second key fob would be provided and programmed. This expectation seemed reasonable, especially considering the implications of a certified pre-owned program suggesting thoroughness and customer satisfaction.
However, the reality turned out to be far from seamless. After being told to come in to have the new 2012 Durango Key Fob programmed, the customer faced a series of delays and miscommunications. First, they were informed the programming technician wasn’t available, requiring them to schedule another appointment. Upon returning as instructed, the dealership staff seemed unaware of the prior agreement regarding the key fob. This led to further discussions and promises of callbacks from supervisors and managers, none of which materialized.
This situation raises questions about the consistency of certified pre-owned programs and the communication within dealerships. While Chrysler’s website outlines ownership materials included in their certified pre-owned program – warranty manuals, owner’s manuals, an operational key, and a CARFAX report – it notably does not explicitly guarantee two keys. This ambiguity can lead to discrepancies between customer expectations, salesman promises, and actual dealership practices.
For owners of a 2012 Durango or anyone purchasing a certified pre-owned vehicle, this serves as a cautionary tale. It underscores the importance of:
- Verifying Key Fob Inclusion: Specifically confirm with the dealership, in writing, whether a second key fob is included in the certified pre-owned purchase, especially for models like the 2012 Durango.
- Understanding CPO Program Details: Familiarize yourself with the exact components of the manufacturer’s certified pre-owned program to understand what is guaranteed and what might be negotiable.
- Escalating Issues: If facing similar issues with a promised 2012 Durango key fob or any aspect of a certified pre-owned purchase, escalating the matter to the dealership manager, or even higher management, may be necessary to achieve resolution.
Ultimately, while the certified pre-owned label aims to provide peace of mind, experiences like this demonstrate that diligent verification and proactive communication are crucial for ensuring customer satisfaction, especially regarding essential items like a 2012 Durango key fob.
