#1 Northwest, Inc.

The response from Larry Miller does not change the facts: They had our jeep for over months, only did a half repair, never had Chrysler contact us, told us that we were being unreasonable to wait to hear from Chrysler before giving authorization for the repair (we had days-the weekend-while they took months to even look at our jeep), and threatening us on Friday afternoon with the car rental bill if we didn't authorize the repair by the following Monday morning

The response from Larry Miller does not change the facts: They had our jeep for over months, only did a half repair, never had Chrysler contact us, told us that we were being unreasonable to wait to hear from Chrysler before giving authorization for the repair (we had days-the weekend-while they took months to even look at our jeep), and threatening us on Friday afternoon with the car rental bill if we didn't authorize the repair by the following Monday morning

To Whom It May Concern: ? We are in receipt of the complaint from Paul and Deanne Balland that was filed with your officeOn September 25,the *** brought their Jeep Wrangler into our service department due to their check engine light flashingThe service advisor they were
working with at the time informed them that our headline department was backed up so,it would take a few days to diagnose the vehicle for that issueOn September 28,? we put the ***'s into a rental car per their request from *** that was fully covered by Chrysler factory warrantyThe vehicle was also diagnosed in the shop that same day as you can see on the repair order I have enclosed, but unfortunately the Service advisor did not communicate that with anyone and he no longer works hereThe technician diagnosed the vehicle as having a bad cylinder head? Our service advisor Mike had taken the repair order over and began working with the Balland'sMike notified the customer that upon inspection of the vehicle they found that one of the cylinder heads needed to be replacedThe customer wanted us to replace both cylinder heads because they had spoken with an independent mechanic and they were told that was what needed to be doneHowever, as a dealership we have to follow the factory warranty guidelines, and the manufacturer's warranty will only authorize replacement of the part that has failed? or shows signs of failureTherefore,Chrysler would only authorize replacement of the one cylinder head that? failedThe customer would not authorize the repair until they spoke to someone at the Chrysler Factory because they did not agree with thatUnfortunately, it took longer than we expected to receive the part, and for that we are truly sorryOnce the customer did approve the repair we replaced the bad cylinder head and the vehicle was operating normally and well within the Chrysler factory specifications? Thank you,HeidiS***Office ManagerLarry HMiller Chrysler Jeep Avondale

To Whom It May Concern:   We are in receipt of the complaint from Paul and Deanne Balland that was filed with your office. On September 25,2017 the [redacted] brought their 2016 Jeep Wrangler into our service department due to their check engine light flashing. The service advisor they were...

working with at the time informed them that our headline department was backed up so,it would take a few days to diagnose the vehicle for that issue. On September 28, 2017 we put the [redacted]'s into a rental car per their request from [redacted] that was fully covered by Chrysler factory warranty. The vehicle was also diagnosed in the shop that same day as you can see on the repair order I have enclosed, but unfortunately the Service advisor did not communicate that with anyone and he no longer works here. The technician diagnosed the vehicle as having a bad cylinder head.   Our service advisor Mike had taken the repair order over and began working with the Balland's. Mike notified the customer that upon inspection of the vehicle they found that one of the cylinder heads needed to be replaced. The customer wanted us to replace both cylinder heads because they had spoken with an independent mechanic and they were told that was what needed to be done. However, as a dealership we have to follow the factory warranty guidelines, and the manufacturer's warranty will only authorize replacement of the part that has failed or shows signs of failure. Therefore,Chrysler would only authorize replacement of the one cylinder head that failed. The customer would not authorize the repair until they spoke to someone at the Chrysler Factory because they did not agree with that. Unfortunately, it took longer than we expected to receive the part, and for that we are truly sorry. Once the customer did approve the repair we replaced the bad cylinder head and the vehicle was operating normally and well within the Chrysler factory specifications.   Thank you,HeidiS[redacted]Office ManagerLarry H. Miller Chrysler Jeep Avondale