VENT: Not the greatest experience with Granger

[Anrkist]

This is mostly a rant to blow off a little steam, its for my own mental health as much as anything else. Not calling anyone out by name because I am not trying to get anyone in trouble, no one person is at fault here. Feel free to ignore me.

My experience with Granger has not been great. Looking back I should have seen some of the early warning signs and taken my business elsewhere. I was trying to make a 3 hour trip instead of 12 down to MD. My current truck is a 1995 3500 so at the time I was placing the order many of the modern features/options were very unclear to me and I wanted to make sure I was ordering/getting what I wanted.

Started off emailing Sales@ as directed in the 4% off invoice thread and went a few days with no response.

Called the dealer and asked for sales and explained that I saw their post for 4% off invoice and was interested in getting a build priced out

30 minutes later I had a quote for invoice (not under invoice).

Reached out to the sales manager on the forum for clarification on why the quote was not 4% under invoice. Got a BS response, "you have to mention the thread for that pricing" (which I did). Whatever not a big deal got a new quote that was priced correctly.

I was originally in the market for a 3500 bighorn night edition but online there were some features available on the tradesman that were non negotiable for me so I asked the dealer to clarify that they were also on the BH, things like surround cameras, blind spot monitoring, power tow mirrors, adaptive cruise etc.

GR: "So all those features are only available on the limited/longhorn, we could potentially look into aftermarket but it will not be the same"

ME: "They are on the tradesman at least online, that is where I pulled them from"

GR: "No, only two features are but not all"

ME: "I'm confused, they should be in the safety and towing tech groups." ( I provided a screenshot )

A bunch of back and forth where I basically had to demonstrate that the tradesman had the features/options that the bighorn did not. I kept pushing but in the end they claimed they could not actually order it that way on the backend and that the site was out of date. However, somehow after a few days of back and forth they were now "able" to order the tradesman the way I wanted it.

ME: "Cool, here are a couple minor changes. (link) I changed a few options and changed the color. send me the updated quote and let's lock it in"

GR: "We looked and the price is higher but we will honor the lower price"

ME: "Removing features and changing the color raised the price?"

GR: "oh shoot, I apologize, (new price)"

ME: "cool please send me a screenshot so I can double check everything, I am ready to lock in"

GR: new quote

ME: "this is the wrong one please send me an updated quote"

GR: "just the price is wrong, anything else need changed?"

ME: "Yes everything I mentioned above, the color and the changed minor options"

GR: New quote

ME: "No, it's still the wrong color, it should be black and you need to remove bed cover and add aux switches floor mats and the power outlet"

Bunch of back and forth and finally got a new correct quote. The price they showed for several packages on the quote was very different than online and with all the mistakes already I asked them to send me the details for each sales code in question and double checked that they were correct. They were annoyed but polite ¯\_(ツ)_/¯

PART 2 To be continued due to character limit.

 

[Anrkist]

Order placed, price locked.

One feature you just can't get on a tradesman is remote start. However thanks to this great community we know that all you need is the right key fob and for the dealer to turn on the sales code on your VIN and you are good to go. So I asked them to order a set of keys for me as well that would allow remote start. Got a quote for 400 which I accepted.

Asked to confirm that they were OEM keys not aftermarket because they seem strangely intent on pushing aftermarket.

They wanted a photo of my CC but I asked if I could call and give the details over the phone because I didn't want my CC info in someone's personal text message or email history. Now begins the wait

Fast forward from February to early April. Build is approaching so I ask if the keys I ordered have arrived. Dealer replies with the contact info of an aftermarket installer local to them...

AGAIN I reply that I don't want aftermarket keys or remote start. We talked about this ad nauseum. I got no reply, kinda figured they finally got it and just wanted to save face.

3 weeks later build got bumped but here is a quick update on the keys

GR: "the techs think it's possible but we really won't know until we try while its in PDI"

ME: "Got it, but can we order the 6 button keys so they are ready and we are not waiting even longer" (at this time I did not realize air suspension fob buttons were not available on the 3500, and apparently neither did they)

GR: "That's the plan"...

Mid May, GR: "Your truck is built and is awaiting train transportation" ( Everything prior to this could be chalked up to incompetence and up-selling, frustrating but forgivable. )

May 26th GR: "Shipped and left the yard a week ago, should arrive in about a month"

June 4th GR: "On a truck today but hasn't gotten to rail quite yet"

Confused how we went from shipped to not shipped I reached out to one of our amazing forum members who let me know the truck was actually in JB status at an outside vendor NOT shipped.

Again in the clearest terms possible because I was still unsure if they actually ordered the keys

ME: "Can I go ahead and order the 6 button keys with air suspension, remote start, tailgate, lock, unlock and panic so I am not waiting months after the truck arrives to get them"

GR: "I will talk to parts but it might be cheaper to go aftermarket"

ME: "I DONT WANT AFTERMARKET KEYS"

GR: "Ok, keys are ordered 279.76 each no eta"

ME: "Just to confirm you ordered the 6 button keys correct" (unbeknownst to us 6 button keys for a 3500 still don't even exist)

GR: "Yes"

June 26th ( a month later per the 5/26 shipping estimate) knowing full well it was not actually shipped

ME: "any update on shipping?"

GR: "Its somewhere between Mexico and Iowa"

ME: "Are you saying it has actually been shipped?" ( its actually still in JB status )

GR: "It's on rail"

ME: "Tracker says its not shipped?"

GR: "on the rail doesn't mean shipped" ( uh, what? )

8/3

ME: "Have the keys we ordered arrived?"

GR: "I actually found one cheaper and wanted to see if you were interested"

ME: "A cheaper what? key?"

GR: "yes"

ME: "I thought we already ordered the OEM 6 button keys back in June?"

GR: "Yes but nothing has arrived still says TBD"

GR: "So, this other key is from an aftermarket website. I've had good luck with them. only 119.95 each"

ME: FLIPS TABLE

Its becoming clear I am not going to be able to get keys from them so I start looking at aftermarket and after a little research (thanks again to forum members sharing info) realize that 6 button keys for 2500/3500's dont exist. Air suspension keyfob buttons are only for 1500's with front and rear ( or maybe 4 corner? ) air systems.

ME: "Did some more looking, looks like air suspension buttons don’t come on 3500 fobs so 5 button is the only option. If you have one in stock and can reserve it that’s fine otherwise order one"

GR: "If you want to order a set aftermarket that site comes within 5 days or less from what I have ordered"

Turns out they have (used?) fobs in stock that are missing the key portion they are willing to sell me, but they don't know if the key portion from my fobs will fit... I am kinda done with the whole thing, if those work great if not I will figure it out later if I have to.

There was a bunch of other nonsense mixed in as well but I am not trying to embarrass anyone or be (too) petty so I left it out. There is also a whole side plot where FCA claims much of the delay was due to dealer allocation but the dealer denies it and I have no way of knowing what is true.

Its only fair to state that despite all the BS the dealer has been polite and relatively prompt in communication for the most part. And I am aware that my own impatience is likely distorting my perspective and making me crotchety.

The truck was ordered 2/4 built 5/19 shipped 7/16 and has been sitting in Kansas 10 minutes from me for a just shy of month now ram tracker estimated delivery date has slipped from late july to early august to late august and I'm still not sure where we stand with keys or if the truck will even have all the features that should have been on the order. I keep seeing stories from the community of dealers picking up trucks from the rail yard after a few days for the final leg of the journey and even offered to pay for them to do so but they don't even seem to read my messages I just get a canned we will let you know asap type response.

I understand that all dealers are dealing with delays and order limitations but if you can find one that will listen to you, not lie to you, and take a little time to understand what you need and what they are selling you it will save you a ton of headache. I am 1000% grateful to this community and for the knowledge we share but it blows my mind that we have to rely on the kindness of 3rd party strangers to figure out what features/options our 50-100k trucks are going to have. Or where they are in the build/shipping process.

Between (probably) missing a 4th straight 0% offer and record high interest rates, the damage many of these trucks are seeing in the shipping process, the unknown damage from sitting around in a rail yard for months (weather/shuffle/mice?), MY23 now here, etc I am beginning to wonder if its even worth accepting delivery.

Anyway, thanks for letting me vent. Even if it is in my own thread that no one will ever see. @Brutal_HO

TLDR: A dealer who knows what they are talking about and is worth their "wait" in gold. They can make a bad situation ok or much much worse. Watch for red flags and heed them early. The users and info on this forum are an absolute life saver in "these unprecedented times".

 

[flan]

TLDR; bummer.

 

[Crusty old shellback]

There were stories of trucks showing up on the train with missing keys. So they could not get them off the truck, and in some instances, they were also blocking in other trucks. Seems it was about a month wait for them to receive new keys.

Not saying this is your case, but its been an issue in the past.

When I ordered my '21 Power wagon, I basically had to sit down with the salesman and teach him how to order one. Was OK with me as I got the price I wanted. I didn't really bother him as I could find out most of the status with help from this site.

But yes, it can be stressful when the dealer is lax in responding. Even worse when they keep trying to upsale you on stuff you keep telling them no on. Mine wanted to install a alarm/tracking system. I had told him in the beginning I did not want any dealer installed items on my truck. So when he sent me a email about doing this, I reinformed him I did not want it, nor did the truck need it as it comes from the factory with an alarm/tracking device.

 

[Anrkist]

I basically had to sit down with the salesman and teach him how to order one. Was OK with me as I got the price I wanted. I didn't really bother him as I could find out most of the status with help from this site.

But yes, it can be stressful when the dealer is lax in responding. Even worse when they keep trying to upsale you on stuff you keep telling them no on. Mine wanted to install a alarm/tracking system. I had told him in the beginning I did not want any dealer installed items on my truck. So when he sent me a email about doing this, I reinformed him I did not want it, nor did the truck need it as it comes from the factory with an alarm/tracking device.

I feel you, but then at that point why do they even exist as a middle man? Why not just let us place an order online? I guess thats a whole other thing.

Either way if I am placing a multi 10's of thousands of dollars order it shouldn't take 3-4 times to get a correct quote. Not exactly confidence inspiring.

 

[Deltron]

At least your truck shipped. Mine was built 4-28 and still sitting.

Grainger actually might not be able to get keys. Supply is a mess.

 

[Crusty old shellback]

I couldnt order it the way I wanted on line. Found out from this site that there were things the dealer could put on the order that the website I could not.
Like getting a mono tone on my Power Wagon.

 

[kevin588127]

The whole process is a frustrating one for sure. I was researching December into January. Started pricing a few local dealers but none wanted to order, they all wanted to find me something on the lot for MSRP plus. Found granger and Mark Dodge. January 1 there was a price increase, pretty frustrating. I was pretty sure I was going to go with granger as they were only 3 hours away but I was using MD as a comparison. Pricing was the same but the communication was pretty slow with granger. Finally settled on a build but was told no rambox. Ok fine, I'll settle. Sent an email off on a Friday with all the requested info and thought I had a done deal. It was Martin Luther king weekend I believe. Decided to change the color over the weekend so I fired off an email requesting the change. Got a reply late afternoon Tuesday that there was a price increase over the weekend. That was kind of the final straw. Shot an email to MD sales guy with my final build which included the rambox that I couldn't get through granger for some reason. I wish I could have traveled 3 hours instead of 16 but there were too many red flags for me as well.

 

[Jnrcarson]

That’s a terrible experience for sure. One of the reasons I went with my local dealer, paid a few thousand under MSRP so not the best deal, but I could sit down face to face with my salesman and his boss and hash out the build, details, etc. hoping for the best when your truck finally arrives.

 

[jebruns]

I worked up the pricing with both MD and Granger before placing my order. I noticed that MD was much more prompt with communication. Granger worked out better for me location-wise, so I went that way. Communications has been a little bit of a thing. I've not asked for updates or anything very often at all, but it's hard to get a response from the online sales staff. A PM to Zach is the way to go.

I don't think the truck will get here any sooner with either dealer, so I'm still okay with my decision. But I understand the frustration.

 

[Riddick]

After reading your post there definitely could of been better communication from the dealer and sometimes its better to call and discuss over the phone rather than emailing back and forth. The RAM website is not accurate on current options available, several times throughout the year they removed many options from models when the website showed they were available. This was due to supply chain issues and depending when you ordered you may or may not get all the options you wanted. I would not fault Granger on this since the options changed throughout the entire year. It sounds like they were giving you accurate information although they could of explained why they were not available.

As for the key fob issue, why even continue to deal with them on this? This would of been a perfect time to call the parts department over the phone and place the order yourself. Also, you can always order one yourself and take it to your local dealer to have programmed (prolly the best option). Them not ordering it actually worked out in your favor, if they would have ordered the key you requested it would have been wrong.

If you are concerned with your build being correct you can pull your equipment listing or window sticker to verify.

I hope you get your truck soon and everything works out for you.

 

[Anrkist]

Estimated delivery now 9/1 lovely... Can't say I didn't expect it though.

 

[Anrkist]

At least your truck shipped. Mine was built 4-28 and still sitting.

Grainger actually might not be able to get keys. Supply is a mess.

That sucks man, when did you order?
Based on your signature you at least have something relatively modern to get you by in the mean time. This is the garbage heap I am driving daily. Every day I wonder if it will be her last.

 

[JimKIII]

That sucks man, when did you order?
Based on your signature you at least have something relatively modern to get you by in the mean time. This is the garbage heap I am driving daily. Every day I wonder if it will be her last.

A well-ridden horse if ever there was one.

 

[Redmille]

Very unfortunate to hear, as I have a truck ordered through Granger. To this point I've had no real concerns with them, but I just built what I wanted online and sent it to them for a quote and then had them order it on 4/20. Scheduled status at this point. Like others, went with them because they were closer than MD. Still planning and hoping for the best.

 

[Anrkist]

Very unfortunate to hear, as I have a truck ordered through Granger. To this point I've had no real concerns with them, but I just built what I wanted online and sent it to them for a quote and then had them order it on 4/20. Scheduled status at this point. Like others, went with them because they were closer than MD. Still planning and hoping for the best.

I was told early on that they would match any other financing offers because selling vehicles under invoice lowers profit margin if they can recoup some on the finance side its a win win. I have no proof of this, pure speculation, but I am beginning to wonder if they are somehow intentionally delaying things hoping for FCA 0% offers to expire because of the lost revenue potential. It would explain why they repeatedly ignore my request to have them hire a shipping company to pick it up at my cost and also why it seems to keep getting pushed back past when the latest FCA 0% offer expires and also why FCA was telling me it was on hold due to dealer allocation. Again pure speculation.

 

[762fmj]

I don't know if I buy that. Just because I doubt they have many takers for 0% on a short term loan for an expensive truck. I have no data to support that but I'd bet that percentage wise most buyers are doing either the 2.9 for 60, bringing their own financing, or letting the dealer screw the dry on an 80 month 25% loan (exaggerating obviously)

 

[tchur1]

I was told early on that they would match any other financing offers because selling vehicles under invoice lowers profit margin if they can recoup some on the finance side its a win win. I have no proof of this, pure speculation, but I am beginning to wonder if they are somehow intentionally delaying things hoping for FCA 0% offers to expire because of the lost revenue potential. It would explain why they repeatedly ignore my request to have them hire a shipping company to pick it up at my cost and also why it seems to keep getting pushed back past when the latest FCA 0% offer expires and also why FCA was telling me it was on hold due to dealer allocation. Again pure speculation.

How that tin hat fit? Its seem very rare for any dealer to let any buyer hire a transportation company to go and get a truck from a lot. On there orders thread there are plenty of guys waiting in the same situation as you with a truck waiting on a ride to the dealership and it takes forever. It sucks but its just a part of how all of this seems to go.

I understand you're frustrated with your experience but tossing out speculative stuff like this without any real evidence doesn't help anyone.

 

[kevin588127]

Very unfortunate to hear, as I have a truck ordered through Granger. To this point I've had no real concerns with them, but I just built what I wanted online and sent it to them for a quote and then had them order it on 4/20. Scheduled status at this point. Like others, went with them because they were closer than MD. Still planning and hoping for the best.

There are many satisfied granger customers around here, I wouldn't worry too much about it. Their process just seems to lack the refinement that some of the other high volume dealers have. To their credit, Zach seems to address issues here on the forum. He reached out to me several days after I had placed my order with MD.

 

[Vdrsnk]

This thread is unfortunate. But mistakes happen, we are all human.

The speculative comments as mentioned earlier need to go though. That’s right next to lying which is unfair to again like others have said, a good dealer that has a good reputation.