We have done everything that we know to doWe were made aware of Ms*** concerns and put her in a rental even though we knew this wasn't our responsibilityWe contacted *** *** Insurance because they would have to determine whether or not this was accident relatedIn an effort to
leave absolutely no doubt on whether or not it was accident related we sent the vehicle to a *** *** dealership (***)Both *** *** and *** determined this wasn't accident relatedWe agreed to fix the damage from the wreck with the understanding *** *** would pay usWe cannot fix any additional items on the vehicle without their authorizationWe actually ended up paying for the rental car in hopes of showing Ms*** how much we appreciated her business
Very little in this email is trueWe have tried to in more ways than one to resolve her issuesSeveral things need to be cleared up*** hasn't seen her vehicleIt was ***We recommended that they look at the vehicle because they are *** *** dealership with factory trained techniciansWe didn't take it thereWe simply recommended that they look at the vehicle in hopes of determining whether or not the concern was accident relatedA *** *** representative actually visited *** and talked with their peopleAfter this meeting it was determined that the two weren't relatedWe cannot fix anything that isn't going to be paid by the insurance companyWhen I spoke with the customer I tried to explain these factsMost of what is claimed to have been said is not trueI did tell her that we weren't going to spend any more moneyIn an effort to show how important she was we had already supplied a rental car at our expenseI explained to her that I would be glad to fix anything that *** *** or *** said was relatedI explained to her that what she was asking was unreasonableI told her it would be the same as a customer coming in for transmission work and asking that I fix something else that was wrong with her car. I also explained that it would be the same as going in for heart surgery and the doctor being held responsible for a bad ankleWe are open to fixing or paying for the problem if someone says the two are relatedI have had two experts in accidents and ** products look at the issueBoth have said they aren't relatedI don't believe we were rude in any wayI had been warned by numerous people that the conversation would be difficultI tried to discuss peacefullyA week ago the customer had an issue with *** ***Once they said they weren't going to pay then the attention turned to usUp to that point she was thrilled we the loaner car she had while we tried to determine what the issue was*** was given authorization to fix the car by the customer not usWe will be glad to step in and fix anything that we have doneAt this point...we haven't came to that conclusionWe value the business from this customerWe have tried to express thatIt's unfortunate that we have been able to reach that conclusion in the customers eyes
Sincerely,
*** ***
General Manager
we could have handled this situation betteronce I received the information from Revdex.com I called this customer and we got all of their issues resolvedas always, we strive to do our best everydayi think that much of the complaint was just a misunderstanding and certainly wasn't benson trying
to charge for work not donethe customer changed her review to a perfect rating on *** and has my personal cell phone number if any other issues come up with her vehicle she will call mewe reimbursed customer for portion of the labor charged and I feel confident that she has confidence in us again.
*** ***
general manager
benson chrylser dodge jeep ram
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
[redacted] has determined that it was Benson's repair of my car not the accident. I picked up my car Benson from a very nice guy [redacted],and talked tohis manager also very nice named [redacted] and the two agreeded with my car having not sund or warning light there might be a problem with his door repair and since they did not have diagoness for [redacted] sent me to [redacted] to run test, now finding my raido had shorted and my battery drained. After taking the time to do my research from a local [redacted] dealer I told [redacted] that I have been told after replacing test should have been run before giving it to me to sink the door and make sure there were no problems that the radio was my computer and the warning sounds come from the radio, and that I did not believe a simple dead battery replacement would fix the matter, [redacted] tells me they need to run cash test so I need to let [redacted] put in new battery and radio to run test. So I stayed in rental for these ordered door handle and radio to arrive. [redacted] calls me and says your bill is now 900.00 and test have been run and you warning test is saying were lost from a short in the door speaker Benson put in your car. Now we will have to order a nes speaker to get you warning sounds and replaced radio to work. So I agreeded saying thats great is what I have been trying to tell them [redacted] & Benson all along, something is draining my battery, and shorting out my car, and I refuse to except my car back from Benson until they fix my car. On Friday I get a call from Benson saying sometime today your car will be ready and we will be taking your car off rental asof today. So I call into work, I work Mon. wed. Friday for [redacted] company,my boss wasnot happy nor was I as I need a pay check and fri. is payroll day and I never get fri off to do it. But my car has never been in an accident, and I bought it from a collector last year where I also am a [redacted] member, I had been backed into on the driver door, soit was his [redacted] paying for repairs and rental.
I get to [redacted] and get a phone call that Benson has taken themselves off the reatal andis only agreeing to pay for two daysso I just charged your credit card about 500.00, I sayno you can't I did not rent the car, Benson did to find the fault as to why my warning sound and icon were missing when I went to get my car after accident, and I just proved it was a short in the drivers speaker in the drivers door they put on my car. She tells me [redacted] at Benson told me this, I say well [redacted] told me as of today, I tried to call Benson mysel fbut no one would answer, I called as I was standing in line to get my car at [redacted] and she said [redacted] finally agreeded that [redacted] his manager had gotten mad that I had contacted the better business and had taken my file from him. But he was going to pay for rental. As of today the charges are still on my credit card as pending, she said I did cancell it maybe it will take awhile. I went out of town until late Monday night, woke up bright and earlycould not go back to sleep stressed about how I was being treated by a repair shop that promised to fix my door then shorts out my car with a bad speaker then treats me this way, but before I start looking up lawyers I thought, who is this [redacted] he neverhas returned my calls, he must not have looked at [redacted]'s test results that say there was a short in drivers door so I will try and contact him. He did answer and was one of the rudest mean and cruel people in my 55 years of customer service myself that I have ever spoken with. Mrs [redacted], not my name [redacted], we have put out more money then we evershoud have, you are like all these other people brings us a bumperto fix, and fusses that your transmission has gone bad. [redacted], says we are not at fault and I am tired of dealing with you. I tried to but in and he said no I listenedto you now you are gonna listen to me. Wearenot paying another dime. I say "So you take your car to be repaired and they mess it up even worse and you would be happy? " My bill says right here my warning were shorted out by a short in the door speaker you put on my car, they had to order radio battery and then speaker because of your short. If you had tested the door when you installed it we would not be here right now. All I had to dowas makeone phone call to [redacted] and they told me this and I told your guys this is why we made the appointment to rake it to a [redacted] diagonistes place to have this problem fixed. He was so rude I plan to copy this letter and send it to theowner himself in my oppinion he should never talk to the public like he did me, I am old enough to be his mother I would say. [redacted]com and in this letter I would say [redacted], and his manager did the right thing sending me to [redacted] to find out why my warning chimes and dash board were missing and found the problem to be their fault in a speaker shorting my car.
I know a lawyer can get me my money back but I figured [redacted] would probably give them a better price then me the general public. But since this [redacted] would not answer me, or call [redacted] at [redacted] and ask him the findings my only choice is to get a lawyerand sue for his feeand possibly loss of work and the worry and stress for giving me back a broken car for me to have to deal with as best I know how. This whole thing has made me sick with stress, I have been shortwith my family, I have had strangers understand and agree, but this guy is unreasonableand most of all unconsirned. My bill was 1090.00 on Friday fix Bensons mess up, and I demand that they at least pay me back that amount. Now mtcar has been opened up in all directions, I noticed my streering wheel cover in opened up now and I can't get it to close, my hood was left unlacked enough to rattle a paint [redacted] off at my head light, it will never be the same. Thank You [redacted]@aol.com
I do not have a fax machine but I have pictures of my car before and at accident and I have this bill I can scan and attatch to an email
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]8, and have determined that this does not resolve my complaint.
Regards,[redacted]
My drivers door had a wiring problem from a short in the speaker in the drivers door Benson put on my car, I took it back [redacted] called [redacted] to find out saying he may have installed the door wrong, he made me an appoint for the next tuesday, I had no sound at all no dash board warnings, and I had disagreeded with [redacted] that I didn't think just a new battery would bring them back, we agreeded a diagnosist test with [redacted] agreeing also we were going to find out why my sounds and warnings were all gone after accident. I signed a contract after being hit by a [redacted] customer to let Benson fix my car door, They walked around it and gave me a call finding nothing wrong before excepting but a small dent, all my signals worked, it was not fixed the chimes and wiring now had a problem. So that is why I am after Benson they had not fixed my car just giving it another problem, no chimes or dash board. I call a mech. my self who says something wrong with door, your sound comes through radio. [redacted] calls me and said can't run test your battery is to weak and now computer is shorted out. [redacted] and I agree get that in and see if my warnings and dash come back. Still no, [redacted] runs test and guess what, it had been in the door all along, the speaker was shorted trying to warn me through radio and shorted it. Now I have to wait for it to come in. Happy with the rental not at all. this has been a nightmare, I hired them to fix my car through [redacted], and he gives it back broken in a total other way. That is not satisfaction. [redacted] tells me it was not the accident, but the repair of the car. And agreeded to pay for half the battery so we could find out where the problem lied. And the problem lied in Benson sending me home with a shorted speaker in the door they ordered and not testing my car before calling me to pick it up.
In an effort to keep Mr. [redacted] as a customer and keep our good rating with the Revdex.com we decided to do what the customer requested. I think it is VERY important to know that Mr. [redacted] drove the vehicle thousands of miles and went almost a year before making us aware of this. It would have been...
much easier to handle this request had we been made aware sooner. Several other technicians had touched this vehicle before we were made aware of any issue. As always, our customers are important and for that very reason we have honored this request. We can only hope to maintain a good relationship with Mr. [redacted].
I find it very unfortunate that this customer views our conversation this way. This isn't even close to what transpired in our conversation. The first time I met this customer was today and that is when I was made aware of his complaints. I told him two...
things.
First, if we charged him for repairs and they didn't fix the problem then we need to make that right and fix the car. There isn't a shop in this entire country that diagnoses every single vehicle correct the first time. That is our goal and we have done our best to provide those results for 52 years. We have always stood behind our work and will continue to do so. I don't know what else the customer can expect regarding the repairs.
Second, I told him it was the responsibility of the warranty company to pay 100% of the repairs if that is the kind of warranty he purchased. We sell extended warranties every day. He chose to buy and extended warranty from someone other than us. I noticed in our conversation that he had a brochure for a warranty. He kept showing me what his warranty promised. I then noticed that this wasn't a warranty that we sold and I had never seen it. My advice was to call that warranty company and hold them responsible for what he had promised. He informed me that the warranty company said we ripped him off. Now I know why I don't use this warranty company. I find it very convenient for them to point the finger at the dealer when they aren't honoring what the customer paid for. I find it absurd that a customer wants me to pay for something that shouldn't have cost me or him anything. The customer paid for these repairs a long time ago and now wants to say he was overcharged based on a warranty companies opinion.
Finally, I would never call a customer stupid. I said it would be stupid for the warranty company not to pay 100% if that is what the customer paid for. That's when the mother called me a [redacted] and walked out of my office. Its my opinion that the customer came in here upset and misinformed about who is responsible for this payment. I agree that they shouldn't have had to pay that money. I have no problem fixing anything that we worked on that isn't working properly. I can assure you that I wont pay for someone else to fix it. If we don't fix it right the first time then we will do the right thing. We always have.
[redacted]
General Manager
We wanted to fix this van. If that wasn't our intentions then would have never had our technician and our shop foreman look at it. Once our mechanic looked under the drivers seat of this vehicle and noticed that all of the original wiring had been tampered with he called over our shop foreman....
After further evaluation we advised the customer to contact the company that converted it from its original wiring in hopes that they may have an accurate wiring diagram of the changes they had made. We have been in business for over 50 years and handicap customers have chosen to do business with us year after year. If anything, we go above and beyond to serve every customer including someone who is handicap. I don't expect our technicians to claim to be experts on items that we aren't qualified to fix. This is one of those rare occasions that we recommended the customer seek another company for repair to save them time and money. I am surprised that it was taken as anything less than courteous. We could have just spent a lot of time trying to diagnose and issue that we aren't qualified to diagnose and bill the customer for time spent chasing the problem. That isn't what I would want our employees to do. We will continue to offer our customers honest opinions in hopes to give them excellent service and savings on their hard earned money.
[redacted]
General Manager
We have done everything that we know to doWe were made aware of Ms*** concerns and put her in a rental even though we knew this wasn't our responsibilityWe contacted *** *** Insurance because they would have to determine whether or not this was accident relatedIn an effort to
leave absolutely no doubt on whether or not it was accident related we sent the vehicle to a *** *** dealership (***)Both *** *** and *** determined this wasn't accident relatedWe agreed to fix the damage from the wreck with the understanding *** *** would pay usWe cannot fix any additional items on the vehicle without their authorizationWe actually ended up paying for the rental car in hopes of showing Ms*** how much we appreciated her business
Very little in this email is trueWe have tried to in more ways than one to resolve her issuesSeveral things need to be cleared up*** hasn't seen her vehicleIt was ***We recommended that they look at the vehicle because they are *** *** dealership with factory trained techniciansWe didn't take it thereWe simply recommended that they look at the vehicle in hopes of determining whether or not the concern was accident relatedA *** *** representative actually visited *** and talked with their peopleAfter this meeting it was determined that the two weren't relatedWe cannot fix anything that isn't going to be paid by the insurance companyWhen I spoke with the customer I tried to explain these factsMost of what is claimed to have been said is not trueI did tell her that we weren't going to spend any more moneyIn an effort to show how important she was we had already supplied a rental car at our expenseI explained to her that I would be glad to fix anything that *** *** or *** said was relatedI explained to her that what she was asking was unreasonableI told her it would be the same as a customer coming in for transmission work and asking that I fix something else that was wrong with her car. I also explained that it would be the same as going in for heart surgery and the doctor being held responsible for a bad ankleWe are open to fixing or paying for the problem if someone says the two are relatedI have had two experts in accidents and ** products look at the issueBoth have said they aren't relatedI don't believe we were rude in any wayI had been warned by numerous people that the conversation would be difficultI tried to discuss peacefullyA week ago the customer had an issue with *** ***Once they said they weren't going to pay then the attention turned to usUp to that point she was thrilled we the loaner car she had while we tried to determine what the issue was*** was given authorization to fix the car by the customer not usWe will be glad to step in and fix anything that we have doneAt this point...we haven't came to that conclusionWe value the business from this customerWe have tried to express thatIt's unfortunate that we have been able to reach that conclusion in the customers eyes
Sincerely,
*** ***
General Manager
we could have handled this situation betteronce I received the information from Revdex.com I called this customer and we got all of their issues resolvedas always, we strive to do our best everydayi think that much of the complaint was just a misunderstanding and certainly wasn't benson trying
to charge for work not donethe customer changed her review to a perfect rating on *** and has my personal cell phone number if any other issues come up with her vehicle she will call mewe reimbursed customer for portion of the labor charged and I feel confident that she has confidence in us again.
*** ***
general manager
benson chrylser dodge jeep ram
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
[redacted] has determined that it was Benson's repair of my car not the accident. I picked up my car Benson from a very nice guy [redacted],and talked tohis manager also very nice named [redacted] and the two agreeded with my car having not sund or warning light there might be a problem with his door repair and since they did not have diagoness for [redacted] sent me to [redacted] to run test, now finding my raido had shorted and my battery drained. After taking the time to do my research from a local [redacted] dealer I told [redacted] that I have been told after replacing test should have been run before giving it to me to sink the door and make sure there were no problems that the radio was my computer and the warning sounds come from the radio, and that I did not believe a simple dead battery replacement would fix the matter, [redacted] tells me they need to run cash test so I need to let [redacted] put in new battery and radio to run test. So I stayed in rental for these ordered door handle and radio to arrive. [redacted] calls me and says your bill is now 900.00 and test have been run and you warning test is saying were lost from a short in the door speaker Benson put in your car. Now we will have to order a nes speaker to get you warning sounds and replaced radio to work. So I agreeded saying thats great is what I have been trying to tell them [redacted] & Benson all along, something is draining my battery, and shorting out my car, and I refuse to except my car back from Benson until they fix my car. On Friday I get a call from Benson saying sometime today your car will be ready and we will be taking your car off rental asof today. So I call into work, I work Mon. wed. Friday for [redacted] company,my boss wasnot happy nor was I as I need a pay check and fri. is payroll day and I never get fri off to do it. But my car has never been in an accident, and I bought it from a collector last year where I also am a [redacted] member, I had been backed into on the driver door, soit was his [redacted] paying for repairs and rental.
I get to [redacted] and get a phone call that Benson has taken themselves off the reatal andis only agreeing to pay for two daysso I just charged your credit card about 500.00, I sayno you can't I did not rent the car, Benson did to find the fault as to why my warning sound and icon were missing when I went to get my car after accident, and I just proved it was a short in the drivers speaker in the drivers door they put on my car. She tells me [redacted] at Benson told me this, I say well [redacted] told me as of today, I tried to call Benson mysel fbut no one would answer, I called as I was standing in line to get my car at [redacted] and she said [redacted] finally agreeded that [redacted] his manager had gotten mad that I had contacted the better business and had taken my file from him. But he was going to pay for rental. As of today the charges are still on my credit card as pending, she said I did cancell it maybe it will take awhile. I went out of town until late Monday night, woke up bright and earlycould not go back to sleep stressed about how I was being treated by a repair shop that promised to fix my door then shorts out my car with a bad speaker then treats me this way, but before I start looking up lawyers I thought, who is this [redacted] he neverhas returned my calls, he must not have looked at [redacted]'s test results that say there was a short in drivers door so I will try and contact him. He did answer and was one of the rudest mean and cruel people in my 55 years of customer service myself that I have ever spoken with. Mrs [redacted], not my name [redacted], we have put out more money then we evershoud have, you are like all these other people brings us a bumperto fix, and fusses that your transmission has gone bad. [redacted], says we are not at fault and I am tired of dealing with you. I tried to but in and he said no I listenedto you now you are gonna listen to me. Wearenot paying another dime. I say "So you take your car to be repaired and they mess it up even worse and you would be happy? " My bill says right here my warning were shorted out by a short in the door speaker you put on my car, they had to order radio battery and then speaker because of your short. If you had tested the door when you installed it we would not be here right now. All I had to dowas makeone phone call to [redacted] and they told me this and I told your guys this is why we made the appointment to rake it to a [redacted] diagonistes place to have this problem fixed. He was so rude I plan to copy this letter and send it to theowner himself in my oppinion he should never talk to the public like he did me, I am old enough to be his mother I would say. [redacted]com and in this letter I would say [redacted], and his manager did the right thing sending me to [redacted] to find out why my warning chimes and dash board were missing and found the problem to be their fault in a speaker shorting my car.
I know a lawyer can get me my money back but I figured [redacted] would probably give them a better price then me the general public. But since this [redacted] would not answer me, or call [redacted] at [redacted] and ask him the findings my only choice is to get a lawyerand sue for his feeand possibly loss of work and the worry and stress for giving me back a broken car for me to have to deal with as best I know how. This whole thing has made me sick with stress, I have been shortwith my family, I have had strangers understand and agree, but this guy is unreasonableand most of all unconsirned. My bill was 1090.00 on Friday fix Bensons mess up, and I demand that they at least pay me back that amount. Now mtcar has been opened up in all directions, I noticed my streering wheel cover in opened up now and I can't get it to close, my hood was left unlacked enough to rattle a paint [redacted] off at my head light, it will never be the same. Thank You [redacted]@aol.com
I do not have a fax machine but I have pictures of my car before and at accident and I have this bill I can scan and attatch to an email
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]8, and have determined that this does not resolve my complaint.
Regards,[redacted]
My drivers door had a wiring problem from a short in the speaker in the drivers door Benson put on my car, I took it back [redacted] called [redacted] to find out saying he may have installed the door wrong, he made me an appoint for the next tuesday, I had no sound at all no dash board warnings, and I had disagreeded with [redacted] that I didn't think just a new battery would bring them back, we agreeded a diagnosist test with [redacted] agreeing also we were going to find out why my sounds and warnings were all gone after accident. I signed a contract after being hit by a [redacted] customer to let Benson fix my car door, They walked around it and gave me a call finding nothing wrong before excepting but a small dent, all my signals worked, it was not fixed the chimes and wiring now had a problem. So that is why I am after Benson they had not fixed my car just giving it another problem, no chimes or dash board. I call a mech. my self who says something wrong with door, your sound comes through radio. [redacted] calls me and said can't run test your battery is to weak and now computer is shorted out. [redacted] and I agree get that in and see if my warnings and dash come back. Still no, [redacted] runs test and guess what, it had been in the door all along, the speaker was shorted trying to warn me through radio and shorted it. Now I have to wait for it to come in. Happy with the rental not at all. this has been a nightmare, I hired them to fix my car through [redacted], and he gives it back broken in a total other way. That is not satisfaction. [redacted] tells me it was not the accident, but the repair of the car. And agreeded to pay for half the battery so we could find out where the problem lied. And the problem lied in Benson sending me home with a shorted speaker in the door they ordered and not testing my car before calling me to pick it up.
In an effort to keep Mr. [redacted] as a customer and keep our good rating with the Revdex.com we decided to do what the customer requested. I think it is VERY important to know that Mr. [redacted] drove the vehicle thousands of miles and went almost a year before making us aware of this. It would have been...
much easier to handle this request had we been made aware sooner. Several other technicians had touched this vehicle before we were made aware of any issue. As always, our customers are important and for that very reason we have honored this request. We can only hope to maintain a good relationship with Mr. [redacted].
Thanks,
[redacted]
General Manager
I find it very unfortunate that this customer views our conversation this way. This isn't even close to what transpired in our conversation. The first time I met this customer was today and that is when I was made aware of his complaints. I told him two...
things.
First, if we charged him for repairs and they didn't fix the problem then we need to make that right and fix the car. There isn't a shop in this entire country that diagnoses every single vehicle correct the first time. That is our goal and we have done our best to provide those results for 52 years. We have always stood behind our work and will continue to do so. I don't know what else the customer can expect regarding the repairs.
Second, I told him it was the responsibility of the warranty company to pay 100% of the repairs if that is the kind of warranty he purchased. We sell extended warranties every day. He chose to buy and extended warranty from someone other than us. I noticed in our conversation that he had a brochure for a warranty. He kept showing me what his warranty promised. I then noticed that this wasn't a warranty that we sold and I had never seen it. My advice was to call that warranty company and hold them responsible for what he had promised. He informed me that the warranty company said we ripped him off. Now I know why I don't use this warranty company. I find it very convenient for them to point the finger at the dealer when they aren't honoring what the customer paid for. I find it absurd that a customer wants me to pay for something that shouldn't have cost me or him anything. The customer paid for these repairs a long time ago and now wants to say he was overcharged based on a warranty companies opinion.
Finally, I would never call a customer stupid. I said it would be stupid for the warranty company not to pay 100% if that is what the customer paid for. That's when the mother called me a [redacted] and walked out of my office. Its my opinion that the customer came in here upset and misinformed about who is responsible for this payment. I agree that they shouldn't have had to pay that money. I have no problem fixing anything that we worked on that isn't working properly. I can assure you that I wont pay for someone else to fix it. If we don't fix it right the first time then we will do the right thing. We always have.
[redacted]
General Manager
We wanted to fix this van. If that wasn't our intentions then would have never had our technician and our shop foreman look at it. Once our mechanic looked under the drivers seat of this vehicle and noticed that all of the original wiring had been tampered with he called over our shop foreman....
After further evaluation we advised the customer to contact the company that converted it from its original wiring in hopes that they may have an accurate wiring diagram of the changes they had made. We have been in business for over 50 years and handicap customers have chosen to do business with us year after year. If anything, we go above and beyond to serve every customer including someone who is handicap. I don't expect our technicians to claim to be experts on items that we aren't qualified to fix. This is one of those rare occasions that we recommended the customer seek another company for repair to save them time and money. I am surprised that it was taken as anything less than courteous. We could have just spent a lot of time trying to diagnose and issue that we aren't qualified to diagnose and bill the customer for time spent chasing the problem. That isn't what I would want our employees to do. We will continue to offer our customers honest opinions in hopes to give them excellent service and savings on their hard earned money.
[redacted]
General Manager