Initial Business Response /* (1000, 8, 2014/08/22) */
Contact Name and Title: [redacted] Svc Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@clcjd.com
On February 22, 2010, we replaced both front lower control arm bushings for the vehicle. At that time, the vehicle had 58,480...
miles on it. Chrysler warranties all of it's repairs with a 12 month, 12,000 mile warranty from the date of install or 12 months, unlimited miles warranty if the customer drives an extensive amount of miles. This warranty is good at any Chrysler dealership across the country. Currently, based on the information above, the customer is almost 2 full years passed [redacted] warranty, and it's been almost 3 years since the repair. The last time this customer was at our dealership was June 3, 2010. If there was any neglect in our part, there would have been noise from the front end shortly after replacing the parts. Unfortunately, there was no indication in any visits after the repair that shows there was a problem with the bushing installation. When a vehicle is serviced regularly at our facility, we perform a 16 point inspection which includes visually inspecting the suspension. Since the vehicle has not been to our facility since June of 2010, we have also not been able to inspect the suspension to see if there were any issues. That inspection is done for free for all of our customers as a courtesy to them. Unfortunately, based on this information, Crystal Lake Chrysler Jeep Dodge Ram cannot provide any additional assistance at this time. A question for the customer to ask St. [redacted] would be why is a repair that costed $505 in 2010, costed the $800 in 2013. Did St. [redacted] replace more than just the control arm bushings?
Initial Consumer Rebuttal /* (3000, 10, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already explained that I moved from the area that is why the car has not been in CL since 2010. The charge for $800 that was quoted to me was for the exact same work that was done. It is ridiculous to say that it had a 12 month warranty - hello!! Why would I come in and say - "by the way would you please look at the work you said you did and see if you really did it or if you used inferior parts and let me know if it looks like I should have it replaced again before the warranty runs out" As you stated when I had the car in to my local Chrysler dealer they did a vehicle inspection - just like you do- and they informed me that the arm bushing are bad - of their own accord. And as far as the work costing more - are you telling me that you charge the exact same amount for work done in 2013 as you did in 2010? What does that have to do with the issue - that is deflecting from the point. it is not possible for the arm bushings to be replaced in Feb of 2010 and then need replacing in Jan of 2013 - the car had XXXXX miles then. That would mean that arm bushings would need to be replaced every 30,000 miles - is that what you are saying? I have owned a lot of cars in my 50 plus years and have not had to get the arm bushings replaced every 30,000 miles. How could I possibly know if the parts were actually replaced - I trusted them at the time and would like to know how they explain this. If the work was really done then the parts must have been bad - perhaps the mechanic was inexperienced - I don't know. But it is not fair to me.
Final Consumer Response /* (4200, 18, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have said all I can - I want it to be on record what happened to me so others can be aware.
Final Business Response /* (4000, 16, 2014/10/06) */
I received a quote on what was supposed to be a NEW "program" car that had 5175 miles. I was told it was used as a demo, etc. Another dealer ran a report on AutoCheck of he car, and the report shows that the car was previously owned. I was seriously considering purchasing the car due to the great price on the NEW car. Does this not constitute fraud on the part of the dealer?
Initial Business Response /* (1000, 5, 2014/11/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@clcjd.com
Unfortunately, although the Jeep Wrangler [redacted] purchased has U-connect as an option on this vehicle, not all phones are...
compatible with the system. Periodically, updates through Chrysler become available to enhance radio and U-Connect performance either improving or removing various features that it once had. The issue is [redacted]'s Samsung Galaxy phone is not compatible with the U-connect system on this vehicle. After various failed attempts to update and flash [redacted]'s radio in the Jeep, Chrysler suggested that [redacted] purchase a different type of phone that is compatible with his vehicle. Unfortunately, phone and radio compatible can change as technology changes. Another option was updating [redacted]'s current radio known as a 430N to an upgraded 730N. The upgraded radio is set up slightly different than the existing system and if a customer were to purchase this upgraded radio, the suggested retail price would cost in the range of $2000.00 for parts and labor. The 730N radio has different features than the 430N, but our main goal is to see if the customer can make phone calls using his phone with the U-connect system. Through numerous conversations with the Chrysler Area District Manager and Chrysler Technical Assistance, Chrysler offered to pay for this upgrade with the customer's permission in hopes that this would resolve the issue of calling from the vehicle. On Friday, November 7th, we installed the new upgraded 730N radio into [redacted]'s vehicle and removed the 430N radio and hands free module. On Monday, November 10th, [redacted] called me at Crystal Lake Chrysler Jeep and informed me that he has the ability to make phone calls without issues, but is dissatisfied with the quality of the navigation on the radio and the inability to be notified when a text message is received like the old radio was capable of doing. At this time, the customer is not pleased with this repair and is questioning the next step. He is also, as he requested previous to this repair, looking for compensation for time and money lost. Chrysler did offer [redacted] a maintenance care service contract which pays for his oil changes at no charge to the customer and offered to make a car payment for him. [redacted] refused those offers and is seeking reimbursement of the chrysler service contract he had purchased at the time of sale of his 2014 Wrangler. I told him first and foremost, we needed to address the issue of his ability to make phone calls with his existing phone in his vehicle. That appears to be fixed, but not to [redacted]'s liking. Chrysler is paying for the upgraded radio to [redacted]'s vehicle. As far as reimbursement for the service contract, [redacted] paid Crystal Lake Chrysler Jeep Dodge for the service contract when he purchased the vehicle. We in turn, have to pay Chrysler for the contract. [redacted] would need to contact Chrysler Customer Assistance to seek reimbursement for the contract on his vehicle. [redacted] claims if Chrysler refuses to reimburse him for the contract, Crystal Lake Chrysler Jeep Dodge should step up and pay. In speaking to the owner of the store, he claims he will not reimburse [redacted] for the contract and he needs to come to a resolution with Chrysler. Unfortunately, even though we sold him a 2014 Jeep Wrangler with U-Connect, we cannot guarantee which phones will or will not work with the system. Normally customers are charged for upgrading options on their vehicle and Chrysler decided to pay for this upgrade based on the customers dissatisfaction with their vehicle. My suggestion to [redacted] would be to keep the upgraded radio Chrysler is paying for that we just performed. I suggest he contacts Chrysler customer assistance and revisit the idea of them paying for a maintenance care service contract on his vehicle and receive compensation of one car payment.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchase something, I expect it to work from the start; especially when I buy it with a specific feature in mind such as a hands-free phone system due the law. They are correct, they finally put a new stereo in my vehicle and the phone does now connect. However, I am not certain it was an upgrade as I lost the voice-to-text and some of the navigation features. Regardless...why did it take a year?!?! I was told they had this very stereo for over 3 years. Yesterday marked a year of me owning this vehicle and dealing with this problem. I am in outside sales. I make money with my phone. It is a tool for my business. I literally lost thousands of dollars! As a sales person...the buck stops with me. When I sell my product, the customer only knows me. Regardless whether I caused the problem for my client or not, I am the one that needs to find a solution and satisfy my client. I would never tell them to go talk to someone else. However... the dealership did to me...and I tried. I called Chrysler and they said they would give me one car payment. I know the dealership says they offered me an oil change service plan, but I do not remember that being the case. Even if it was, I would not have accepted it. My brother is a mechanic and I enjoy going over hanging out with him while we change my oil. Due to a year of this headache when they had a solution, my lost income and the constant pushing me around...all I am looking for is the money I gave the dealer for the extended service plan. Look, bottom line; I purchased the vehicle from Crystal Lake Chrysler. If they believe Chrysler should pay it, then as a service to their customer (me) they should go after them for it. They have the relationship/partnership after all...not me!
Final Consumer Response /* (4200, 12, 2014/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owner [redacted] and I did have a very nice conversation. We are working on a resolution,but nothing has been finalized. I am confident we will be able to accomplish this. However, until we do, I cannot consider this issue resolved.
Final Business Response /* (4000, 16, 2015/01/12) */
Crystal Lake Chrysler Jeep had given Mr. [redacted] a
refund check for the Extended Service Contract that he had originally purchased. Mr. [redacted] was
given the refund check on Dec. 23, 2014. Chrysler corporation also provided an upgraded replacement radio to Mr. [redacted] at no cost to the
consumer. Please consider this case resolved.
Initial Business Response /* (1000, 8, 2014/08/22) */
Contact Name and Title: [redacted] Svc Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@clcjd.com
On February 22, 2010, we replaced both front lower control arm bushings for the vehicle. At that time, the vehicle had 58,480...
miles on it. Chrysler warranties all of it's repairs with a 12 month, 12,000 mile warranty from the date of install or 12 months, unlimited miles warranty if the customer drives an extensive amount of miles. This warranty is good at any Chrysler dealership across the country. Currently, based on the information above, the customer is almost 2 full years passed [redacted] warranty, and it's been almost 3 years since the repair. The last time this customer was at our dealership was June 3, 2010. If there was any neglect in our part, there would have been noise from the front end shortly after replacing the parts. Unfortunately, there was no indication in any visits after the repair that shows there was a problem with the bushing installation. When a vehicle is serviced regularly at our facility, we perform a 16 point inspection which includes visually inspecting the suspension. Since the vehicle has not been to our facility since June of 2010, we have also not been able to inspect the suspension to see if there were any issues. That inspection is done for free for all of our customers as a courtesy to them. Unfortunately, based on this information, Crystal Lake Chrysler Jeep Dodge Ram cannot provide any additional assistance at this time. A question for the customer to ask St. [redacted] would be why is a repair that costed $505 in 2010, costed the $800 in 2013. Did St. [redacted] replace more than just the control arm bushings?
Initial Consumer Rebuttal /* (3000, 10, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I already explained that I moved from the area that is why the car has not been in CL since 2010. The charge for $800 that was quoted to me was for the exact same work that was done. It is ridiculous to say that it had a 12 month warranty - hello!! Why would I come in and say - "by the way would you please look at the work you said you did and see if you really did it or if you used inferior parts and let me know if it looks like I should have it replaced again before the warranty runs out" As you stated when I had the car in to my local Chrysler dealer they did a vehicle inspection - just like you do- and they informed me that the arm bushing are bad - of their own accord. And as far as the work costing more - are you telling me that you charge the exact same amount for work done in 2013 as you did in 2010? What does that have to do with the issue - that is deflecting from the point. it is not possible for the arm bushings to be replaced in Feb of 2010 and then need replacing in Jan of 2013 - the car had XXXXX miles then. That would mean that arm bushings would need to be replaced every 30,000 miles - is that what you are saying? I have owned a lot of cars in my 50 plus years and have not had to get the arm bushings replaced every 30,000 miles. How could I possibly know if the parts were actually replaced - I trusted them at the time and would like to know how they explain this. If the work was really done then the parts must have been bad - perhaps the mechanic was inexperienced - I don't know. But it is not fair to me.
Final Consumer Response /* (4200, 18, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have said all I can - I want it to be on record what happened to me so others can be aware.
Final Business Response /* (4000, 16, 2014/10/06) */
I received a quote on what was supposed to be a NEW "program" car that had 5175 miles. I was told it was used as a demo, etc. Another dealer ran a report on AutoCheck of he car, and the report shows that the car was previously owned. I was seriously considering purchasing the car due to the great price on the NEW car. Does this not constitute fraud on the part of the dealer?
Initial Business Response /* (1000, 5, 2014/11/10) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@clcjd.com
Unfortunately, although the Jeep Wrangler [redacted] purchased has U-connect as an option on this vehicle, not all phones are...
compatible with the system. Periodically, updates through Chrysler become available to enhance radio and U-Connect performance either improving or removing various features that it once had. The issue is [redacted]'s Samsung Galaxy phone is not compatible with the U-connect system on this vehicle. After various failed attempts to update and flash [redacted]'s radio in the Jeep, Chrysler suggested that [redacted] purchase a different type of phone that is compatible with his vehicle. Unfortunately, phone and radio compatible can change as technology changes. Another option was updating [redacted]'s current radio known as a 430N to an upgraded 730N. The upgraded radio is set up slightly different than the existing system and if a customer were to purchase this upgraded radio, the suggested retail price would cost in the range of $2000.00 for parts and labor. The 730N radio has different features than the 430N, but our main goal is to see if the customer can make phone calls using his phone with the U-connect system. Through numerous conversations with the Chrysler Area District Manager and Chrysler Technical Assistance, Chrysler offered to pay for this upgrade with the customer's permission in hopes that this would resolve the issue of calling from the vehicle. On Friday, November 7th, we installed the new upgraded 730N radio into [redacted]'s vehicle and removed the 430N radio and hands free module. On Monday, November 10th, [redacted] called me at Crystal Lake Chrysler Jeep and informed me that he has the ability to make phone calls without issues, but is dissatisfied with the quality of the navigation on the radio and the inability to be notified when a text message is received like the old radio was capable of doing. At this time, the customer is not pleased with this repair and is questioning the next step. He is also, as he requested previous to this repair, looking for compensation for time and money lost. Chrysler did offer [redacted] a maintenance care service contract which pays for his oil changes at no charge to the customer and offered to make a car payment for him. [redacted] refused those offers and is seeking reimbursement of the chrysler service contract he had purchased at the time of sale of his 2014 Wrangler. I told him first and foremost, we needed to address the issue of his ability to make phone calls with his existing phone in his vehicle. That appears to be fixed, but not to [redacted]'s liking. Chrysler is paying for the upgraded radio to [redacted]'s vehicle. As far as reimbursement for the service contract, [redacted] paid Crystal Lake Chrysler Jeep Dodge for the service contract when he purchased the vehicle. We in turn, have to pay Chrysler for the contract. [redacted] would need to contact Chrysler Customer Assistance to seek reimbursement for the contract on his vehicle. [redacted] claims if Chrysler refuses to reimburse him for the contract, Crystal Lake Chrysler Jeep Dodge should step up and pay. In speaking to the owner of the store, he claims he will not reimburse [redacted] for the contract and he needs to come to a resolution with Chrysler. Unfortunately, even though we sold him a 2014 Jeep Wrangler with U-Connect, we cannot guarantee which phones will or will not work with the system. Normally customers are charged for upgrading options on their vehicle and Chrysler decided to pay for this upgrade based on the customers dissatisfaction with their vehicle. My suggestion to [redacted] would be to keep the upgraded radio Chrysler is paying for that we just performed. I suggest he contacts Chrysler customer assistance and revisit the idea of them paying for a maintenance care service contract on his vehicle and receive compensation of one car payment.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchase something, I expect it to work from the start; especially when I buy it with a specific feature in mind such as a hands-free phone system due the law. They are correct, they finally put a new stereo in my vehicle and the phone does now connect. However, I am not certain it was an upgrade as I lost the voice-to-text and some of the navigation features. Regardless...why did it take a year?!?! I was told they had this very stereo for over 3 years. Yesterday marked a year of me owning this vehicle and dealing with this problem. I am in outside sales. I make money with my phone. It is a tool for my business. I literally lost thousands of dollars! As a sales person...the buck stops with me. When I sell my product, the customer only knows me. Regardless whether I caused the problem for my client or not, I am the one that needs to find a solution and satisfy my client. I would never tell them to go talk to someone else. However... the dealership did to me...and I tried. I called Chrysler and they said they would give me one car payment. I know the dealership says they offered me an oil change service plan, but I do not remember that being the case. Even if it was, I would not have accepted it. My brother is a mechanic and I enjoy going over hanging out with him while we change my oil. Due to a year of this headache when they had a solution, my lost income and the constant pushing me around...all I am looking for is the money I gave the dealer for the extended service plan. Look, bottom line; I purchased the vehicle from Crystal Lake Chrysler. If they believe Chrysler should pay it, then as a service to their customer (me) they should go after them for it. They have the relationship/partnership after all...not me!
Final Consumer Response /* (4200, 12, 2014/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The owner [redacted] and I did have a very nice conversation. We are working on a resolution,but nothing has been finalized. I am confident we will be able to accomplish this. However, until we do, I cannot consider this issue resolved.
Final Business Response /* (4000, 16, 2015/01/12) */
Crystal Lake Chrysler Jeep had given Mr. [redacted] a
refund check for the Extended Service Contract that he had originally purchased. Mr. [redacted] was
given the refund check on Dec. 23, 2014. Chrysler corporation also provided an upgraded replacement radio to Mr. [redacted] at no cost to the
consumer. Please consider this case resolved.