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 [redacted] 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 [redacted] 's into a rental car per their request from [redacted] 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 officeOn September 25,the [redacted] 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 [redacted] 's into a rental car per their request from [redacted] 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