Initial Business Response /* (1000, 5, 2015/08/27) */
The dealership confirmed the smell when the vehicle was brought in on 7/20/according to dealership repair order ***There are no other records of the vehicle being in the dealership for this concernThe dealership performed STAR case
*** procedure to clean the evaporatorThe chemical used was hydrogen peroxide and the description of the chemical was read to Mr*** via phone(MSDS is available to customer) This was completed and the customer was notified the vehicle was completedCustomer has chosen to leave the vehicle at the dealership once they were notified the vehicle was completed with the cleaning procedureCustomer also came into the dealership during the week 8/17/to remove all personal belongings from the vehicle
The area manager and tech advisor were made aware of this situation on 7/22/and asked them for further guidanceComments back from AM was to remove the evaporator and inspect and check that the drain holes were clearThis was completed and Area Manager advised to replace the evaporator as wellThis was completedThe interior was also professionally cleaned with water only as a customer satisfaction measure
With reference to meetings the customer is asking for, the customer has requested these meetings after dealership hoursI have talked with Mr*** on multiple occasions on the phone and in the dealershipI have never received a message from Mrs***I have declined the times the customer (Mr***) has suggested and asked what other days would work for him during business hoursThere has been no further contact I have received from the customersI was unaware of any visit the customer has made to the dealership where they waited hoursI am also unaware of any scheduled meetingThe Sales Manager and sales person of this vehicle are also aware of the situationThe customer was provided with all vehicle records on 8/25/
With reference to conflicting stories, the only stories I am hearing is the customer stating that Chrysler is telling him that they are assisting in trading him out of the vehicle and the representative at Jeep customer assistance (Junior) is stating that is not what he is being told
While the customer has used the word "mold" multiple times, there had not been any confirmed testing proving there was any sort of mold in the vehicleThe customers is assuming there is mold in the vehicle without any factual or scientific evidenceOn 8/26/15, the dealership obtained a Pro-Lab Mold Test Kit to perform on the vehicleFull results of the Settling Plate method will not be available until 8/28/During the first 16+ hours of testing, there appears to be no mold presentIf the customer chooses further 3rd party testing, they will need to have this completed
Bottom line, the customer would like out of this vehicleChrysler has said they will not assist and the trade offer was apparently not acceptableI do not see any issues with this vehicle and the vehicle should be picked up by the customer and dealership rental vehicle returned
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Jeep Cherokee was inspected for odors on July 10thI had requested that the jeep be seen weeks prior, and there were not any available appointmentsAccording to Andria A***,the technician applied a deodorizer to the vents on July 10thAndrea said that she personally inspected the vents to ensure there was no visible residueI dropped the car off on Friday July 9th, and picked it up on July 10th after hoursAndria did not leave paperwork in the jeep
When my husband and I dropped off the jeep on July 19th, this was the second time the car was delivered to Falls Dodge to address the strong odorThe dealers response that the car was in the garage only one time for the odor is falseI completed the drop off form, and referenced the previous time the jeep was serviced for the odor
Falls Dodge has never advised us that that the vehicle work is completeIf the dealer chooses to state that they have called us to report the vehicle is ready for pick up, it is important for the dealer to be honest, as our phone records will prove that we have not received a call from the service department about the jeepThe only call that I have received was on July 20th from Tom B*** to advise that Chrysler was aware of this mold problem and they would send the dealer a kit
My husband has left several messages to Jim G***, and all of the messages have been unanswered
On 8/25/15, my husband picked up the loaner mini van, and while at the service department, he observed the jeep in the Falls Dodge garage, both front doors removed, and dashboard and console removedThis was the day I wrote my complaint to the Revdex.comIt's confusing the the dealer would indicate that we chose not to pick up this jeepThis jeep has not been released to us for pick up
Until this Revdex.com response from the dealer, we were unaware that the car was being cleaned
Why would the dealer have the car steam cleaned, and afterwards, have the jeep tested for mold?
We use the word 'mold' because we have been told by the service advisor at Falls Dodge, and Chrysler, that the mold was to be cleaned from the A/C evaporatorThese parties introduced the word 'mold', not my husband or I
My husband has requested several meetings with the dealerHe has left several voice messagesI also have copies of text messages to the sales person, Kevin, who said that he would set up a meetingWhen I followed up, he did not respondHe offered a loaner, but no meeting
I recently paid off this jeepI have taken excellent care of the jeepWith only 11, miles on the vehicle when I dropped it off, it was perfectly clean, zero stone chips or scratchesI have had the oil changed appropriatelyAside from the steering column rubbing (which I asked the dealer to repair this previously) the jeep has never previously had a rattle or issueI have put great care into this jeep, expecting to drive it for several years
My concern is that it is extremely unsafe to breathe mold and chemicalsMold is extremely dangerous to breathe, and this is a major safety issue with the Jeep Cherokee
To resolve this issue, we request a meeting at a time that is mutually good for both parties
Previously, we have requested meetings after 5:30PM, and this is due to our work schedules
At this point, we have a lot of questions and need to understand more clearly what work , decisions, part replacements, etchave been done to the jeepI picked up all the service records on 8/25/15, and there was no documentation of steam cleaning the interior, no documentation about the mold test procedureNo reference to the area manager and tech advisor were consulted
We are asking for at least hour to sit face to face and ask questions about the findings and service provided to the jeepWe are aware that a regional manager inspected the vehicle, we have been told by Chrysler that there has been an extensive investigation about this mold problem, and several people are involvedWe are concerned about our safety
Once we have this meeting, and we agree that the Jeep Cherokee is safe to drive, and we can safely breathe the air inside the jeep, then we can pick up the jeep
We are happy to return the mini van loanerAs of 8/27, the date the dealer response to my complaint, we have had the loaner mini van for days, and Falls Chrysler has had my jeep for days
Please advise if Falls Dodge will be calling my husband or I to set up a meetingIf the dealer would like for us to call them again, and request a meeting date and time, we can do that alsoWe will appreciate if Jim G*** will answer our call, respond to a message, and agree to meet with us
Final Consumer Response /* (4200, 11, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The sales manager did not go over optionsHe asked what could be done to satisfy our needs, and we want the car bought backHe said that is not an optionThe mold test conducted took place after the A/C evaporator was cleaned, then because the evaporator was still black, the evaporator was replacedAfter the evaporator was replaced, the interior was steam cleanedAfter the steam cleaning, the sales manager purchased a &mold test kit from Home Depot, and conducted the testTesting needs to be conducted by a certified mold specialist as mold spores can make there way into all areas of the JeepThe service manager told us that the entire inside cabin was steam cleaned, seats, headliner, carpet...everythingThe passenger sun visor is still dirty from service work, and appears to have blood from a finger printDoes not appear to have been steam cleanedThe dealer told us we had mold, my husband had discussions about the mold with the service manager, and when we picked up the car, the service manager said that he has no idea why we are talking about mold and said he doesn't know what the black stuff is - that was growing on the A/C evaporator and inside of the cabin filterThis dealer certainly changed their story after they realized how serious this issue is for my healthI picked up the car in protest, and asked the service manager to buff out the scratches that were visible from working on my jeep for 40+ daysJim G*** told me that I was 'nitpicking' about the scratchesI am afraid to drive this JeepMold is very dangerous
Final Business Response /* (4000, 13, 2015/09/28) */
Once again, the dealership has followed Chrysler's instructions on testing for any mold, which was done by the Service DepartmentThese test came back negativeIf the customer wishes to pursue having the vehicle bought back, that is done in correspondence through the manufacturerThis is not done on the dealer level
Initial Business Response /* (1000, 5, 2015/09/25) */
Thank you for the informationWe will absolutely inspect vehicle to verify whether the customers concerns are validPlease provide us with the written statement from the ASE Certified Mechanic and the information on the business he works
for, so we can verify/communicate if necessaryWe will reach out to customer to see if we can work vehicle in for inspection before the 5th of October
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will bring the statement as well as the photos to my appointment with you this Wednesday the 30th at 10:00am
Final Business Response /* (4000, 11, 2015/09/29) */
Thank youMeeting between customer and Service Manager scheduled for Wednesday the 30th at 10am
Initial Business Response /* (1000, 8, 2015/06/04) */
Our most sincere apologies for any requested work that was not completed to satisfaction. It is never our intention to not do something properly. I will gladly reimburse customer for their two tire rotations.
Initial Consumer Rebuttal /*...
(2000, 10, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They apologized and refunded. Not much else they can do at this point. I hope other customers don't have the same experience. Thanks for the resolution.
Thank you for making us aware of the issue. If the customer could please provide us the repair order and receipt of payment, we will gladly reimburse customer for any repair related to the vehicle passing Echeck.
I am rejecting this response because: I do not feel that the price of 20% off was equal to the hassle I had to go through waiting a week for this appointment. Having been told that this WOULD be covered was the only reason we waited!I probably would have been able to get it in somewhere else and had it fixed before you next available appointment. Also I did not get a rental car. Just had the inconvenience of 1 car for a week while waiting for this covered (as we weretold) service.
Initial Business Response /* (1000, 5, 2015/06/12) */
The vehicle purchased had a minor error on the title from a previous transaction out in which two numbers on the mileage were transposed. The error has been corrected, and the customer is in possession of a 100% accurate title.
We are very sorry for the confusion. We would be happy to do the work at a discounted rate, or reimburse the customer for what would have been a rental vehicle for a week, but unfortunately warranty work is done per terms of the manufacturer warranty. If the vehicle is outside of...
Initial Business Response /* (1000, 5, 2015/06/15) */
We have no record of the customer contacting us since January of 2014, and the vehicle is no longer covered under warranty. If the customer reached out in April of 2014, why did customer wait an additional 14 months to readdress? We would be...
happy to explore additional cost saving avenues for customer, including any parts/labor at dealer cost, using a possibly different vendor, etc.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Falls dodge motor city contacted me on 6/15/15 via phone. They agreed to pay falls auto body to fix the problem. I have appointment scheduled with them on Monday June 22nd 2015. Thank you
Final Consumer Response /* (2000, 9, 2015/06/17) */
Falls dodge called and has agreed to fix my car on 6/15/16.
Thank you
[redacted]
Initial Business Response /* (1000, 5, 2015/08/27) */
The dealership confirmed the smell when the vehicle was brought in on 7/20/according to dealership repair order ***There are no other records of the vehicle being in the dealership for this concernThe dealership performed STAR case
*** procedure to clean the evaporatorThe chemical used was hydrogen peroxide and the description of the chemical was read to Mr*** via phone(MSDS is available to customer) This was completed and the customer was notified the vehicle was completedCustomer has chosen to leave the vehicle at the dealership once they were notified the vehicle was completed with the cleaning procedureCustomer also came into the dealership during the week 8/17/to remove all personal belongings from the vehicle
The area manager and tech advisor were made aware of this situation on 7/22/and asked them for further guidanceComments back from AM was to remove the evaporator and inspect and check that the drain holes were clearThis was completed and Area Manager advised to replace the evaporator as wellThis was completedThe interior was also professionally cleaned with water only as a customer satisfaction measure
With reference to meetings the customer is asking for, the customer has requested these meetings after dealership hoursI have talked with Mr*** on multiple occasions on the phone and in the dealershipI have never received a message from Mrs***I have declined the times the customer (Mr***) has suggested and asked what other days would work for him during business hoursThere has been no further contact I have received from the customersI was unaware of any visit the customer has made to the dealership where they waited hoursI am also unaware of any scheduled meetingThe Sales Manager and sales person of this vehicle are also aware of the situationThe customer was provided with all vehicle records on 8/25/
With reference to conflicting stories, the only stories I am hearing is the customer stating that Chrysler is telling him that they are assisting in trading him out of the vehicle and the representative at Jeep customer assistance (Junior) is stating that is not what he is being told
While the customer has used the word "mold" multiple times, there had not been any confirmed testing proving there was any sort of mold in the vehicleThe customers is assuming there is mold in the vehicle without any factual or scientific evidenceOn 8/26/15, the dealership obtained a Pro-Lab Mold Test Kit to perform on the vehicleFull results of the Settling Plate method will not be available until 8/28/During the first 16+ hours of testing, there appears to be no mold presentIf the customer chooses further 3rd party testing, they will need to have this completed
Bottom line, the customer would like out of this vehicleChrysler has said they will not assist and the trade offer was apparently not acceptableI do not see any issues with this vehicle and the vehicle should be picked up by the customer and dealership rental vehicle returned
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Jeep Cherokee was inspected for odors on July 10thI had requested that the jeep be seen weeks prior, and there were not any available appointmentsAccording to Andria A***,the technician applied a deodorizer to the vents on July 10thAndrea said that she personally inspected the vents to ensure there was no visible residueI dropped the car off on Friday July 9th, and picked it up on July 10th after hoursAndria did not leave paperwork in the jeep
When my husband and I dropped off the jeep on July 19th, this was the second time the car was delivered to Falls Dodge to address the strong odorThe dealers response that the car was in the garage only one time for the odor is falseI completed the drop off form, and referenced the previous time the jeep was serviced for the odor
Falls Dodge has never advised us that that the vehicle work is completeIf the dealer chooses to state that they have called us to report the vehicle is ready for pick up, it is important for the dealer to be honest, as our phone records will prove that we have not received a call from the service department about the jeepThe only call that I have received was on July 20th from Tom B*** to advise that Chrysler was aware of this mold problem and they would send the dealer a kit
My husband has left several messages to Jim G***, and all of the messages have been unanswered
On 8/25/15, my husband picked up the loaner mini van, and while at the service department, he observed the jeep in the Falls Dodge garage, both front doors removed, and dashboard and console removedThis was the day I wrote my complaint to the Revdex.comIt's confusing the the dealer would indicate that we chose not to pick up this jeepThis jeep has not been released to us for pick up
Until this Revdex.com response from the dealer, we were unaware that the car was being cleaned
Why would the dealer have the car steam cleaned, and afterwards, have the jeep tested for mold?
We use the word 'mold' because we have been told by the service advisor at Falls Dodge, and Chrysler, that the mold was to be cleaned from the A/C evaporatorThese parties introduced the word 'mold', not my husband or I
My husband has requested several meetings with the dealerHe has left several voice messagesI also have copies of text messages to the sales person, Kevin, who said that he would set up a meetingWhen I followed up, he did not respondHe offered a loaner, but no meeting
I recently paid off this jeepI have taken excellent care of the jeepWith only 11, miles on the vehicle when I dropped it off, it was perfectly clean, zero stone chips or scratchesI have had the oil changed appropriatelyAside from the steering column rubbing (which I asked the dealer to repair this previously) the jeep has never previously had a rattle or issueI have put great care into this jeep, expecting to drive it for several years
My concern is that it is extremely unsafe to breathe mold and chemicalsMold is extremely dangerous to breathe, and this is a major safety issue with the Jeep Cherokee
To resolve this issue, we request a meeting at a time that is mutually good for both parties
Previously, we have requested meetings after 5:30PM, and this is due to our work schedules
At this point, we have a lot of questions and need to understand more clearly what work , decisions, part replacements, etchave been done to the jeepI picked up all the service records on 8/25/15, and there was no documentation of steam cleaning the interior, no documentation about the mold test procedureNo reference to the area manager and tech advisor were consulted
We are asking for at least hour to sit face to face and ask questions about the findings and service provided to the jeepWe are aware that a regional manager inspected the vehicle, we have been told by Chrysler that there has been an extensive investigation about this mold problem, and several people are involvedWe are concerned about our safety
Once we have this meeting, and we agree that the Jeep Cherokee is safe to drive, and we can safely breathe the air inside the jeep, then we can pick up the jeep
We are happy to return the mini van loanerAs of 8/27, the date the dealer response to my complaint, we have had the loaner mini van for days, and Falls Chrysler has had my jeep for days
Please advise if Falls Dodge will be calling my husband or I to set up a meetingIf the dealer would like for us to call them again, and request a meeting date and time, we can do that alsoWe will appreciate if Jim G*** will answer our call, respond to a message, and agree to meet with us
Final Consumer Response /* (4200, 11, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The sales manager did not go over optionsHe asked what could be done to satisfy our needs, and we want the car bought backHe said that is not an optionThe mold test conducted took place after the A/C evaporator was cleaned, then because the evaporator was still black, the evaporator was replacedAfter the evaporator was replaced, the interior was steam cleanedAfter the steam cleaning, the sales manager purchased a &mold test kit from Home Depot, and conducted the testTesting needs to be conducted by a certified mold specialist as mold spores can make there way into all areas of the JeepThe service manager told us that the entire inside cabin was steam cleaned, seats, headliner, carpet...everythingThe passenger sun visor is still dirty from service work, and appears to have blood from a finger printDoes not appear to have been steam cleanedThe dealer told us we had mold, my husband had discussions about the mold with the service manager, and when we picked up the car, the service manager said that he has no idea why we are talking about mold and said he doesn't know what the black stuff is - that was growing on the A/C evaporator and inside of the cabin filterThis dealer certainly changed their story after they realized how serious this issue is for my healthI picked up the car in protest, and asked the service manager to buff out the scratches that were visible from working on my jeep for 40+ daysJim G*** told me that I was 'nitpicking' about the scratchesI am afraid to drive this JeepMold is very dangerous
Final Business Response /* (4000, 13, 2015/09/28) */
Once again, the dealership has followed Chrysler's instructions on testing for any mold, which was done by the Service DepartmentThese test came back negativeIf the customer wishes to pursue having the vehicle bought back, that is done in correspondence through the manufacturerThis is not done on the dealer level
Initial Business Response /* (1000, 5, 2015/09/25) */
Thank you for the informationWe will absolutely inspect vehicle to verify whether the customers concerns are validPlease provide us with the written statement from the ASE Certified Mechanic and the information on the business he works
for, so we can verify/communicate if necessaryWe will reach out to customer to see if we can work vehicle in for inspection before the 5th of October
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will bring the statement as well as the photos to my appointment with you this Wednesday the 30th at 10:00am
Final Business Response /* (4000, 11, 2015/09/29) */
Thank youMeeting between customer and Service Manager scheduled for Wednesday the 30th at 10am
Initial Business Response /* (1000, 8, 2015/06/04) */
Our most sincere apologies for any requested work that was not completed to satisfaction. It is never our intention to not do something properly. I will gladly reimburse customer for their two tire rotations.
Initial Consumer Rebuttal /*...
(2000, 10, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They apologized and refunded. Not much else they can do at this point. I hope other customers don't have the same experience. Thanks for the resolution.
Thank you for making us aware of the issue. If the customer could please provide us the repair order and receipt of payment, we will gladly reimburse customer for any repair related to the vehicle passing Echeck.
I am rejecting this response because: I do not feel that the price of 20% off was equal to the hassle I had to go through waiting a week for this appointment. Having been told that this WOULD be covered was the only reason we waited!I probably would have been able to get it in somewhere else and had it fixed before you next available appointment. Also I did not get a rental car. Just had the inconvenience of 1 car for a week while waiting for this covered (as we weretold) service.
Initial Business Response /* (1000, 5, 2015/06/12) */
The vehicle purchased had a minor error on the title from a previous transaction out in which two numbers on the mileage were transposed. The error has been corrected, and the customer is in possession of a 100% accurate title.
We are very sorry for the confusion. We would be happy to do the work at a discounted rate, or reimburse the customer for what would have been a rental vehicle for a week, but unfortunately warranty work is done per terms of the manufacturer warranty. If the vehicle is outside of...
warranty we cannot fix it at no charge.
Initial Business Response /* (1000, 5, 2015/06/15) */
We have no record of the customer contacting us since January of 2014, and the vehicle is no longer covered under warranty. If the customer reached out in April of 2014, why did customer wait an additional 14 months to readdress? We would be...
happy to explore additional cost saving avenues for customer, including any parts/labor at dealer cost, using a possibly different vendor, etc.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Falls dodge motor city contacted me on 6/15/15 via phone. They agreed to pay falls auto body to fix the problem. I have appointment scheduled with them on Monday June 22nd 2015. Thank you
Final Consumer Response /* (2000, 9, 2015/06/17) */
Falls dodge called and has agreed to fix my car on 6/15/16.
Thank you
[redacted]