I spoke with the service manager about the service completed at our location. He is informed me that he reached out to Chrysler Customer Care as well and explained we would refund the service or change the oil again. Customer purchased the oil and brought it with them for the service...
appointment. We would need the receipt for the oil to refund the amount of the oil. We would also will refund the labor for the oil change and the oil filter we charged the customer. The other option is that we change the oil again at no additional charge. Please give the direction you rather go. Thank you,James [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
1) The truck was sold to us under the impression the exhaust WAS legal in its current state. The dealership falsely represented the state of the vehicle at the time of purchase. We also used the vehicle for over a month, without our knowledge the truck was illegal.2) The dealership modified OUR vehicle after driving it for over a month, as well as making the first payment , without our consent or knowledge.3) James H[redacted], the General Manager, states the exhaust was replaced, however it was poorly repaired. Please see attached document.4) Per the DMV, our vehicle was registered into the previous owners name the day after our purchase. The dealership also listed on the title almost 7k miles less than odometer reading.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Monday, September 21, 2015 3:50 PM To: drteam Subject: Complaint ID [redacted] After I responded to this complaint the customer contacted me and we met at the store on September 12th. I met with one half of the party and we agreed I would get the truck in and have it looked at. They wanted the exhaust noise to be the same as when they originally bought it. I informed them I would do so and that they needed to let me know what dates would work for them to drop it off and I would have the work done. I gave the customer my cell phone number and I haven’t heard from them since that Saturday. I would still the like the opportunity to make it right for the customers. Thanks, James H[redacted] AutoNation Chrysler Dodge Jeep Ram Spring GM [redacted] cell
I tried reaching out to Mr. [redacted] today. What I have been informed of was that the person that Mr. [redacted] spoke to at Chrysler was apart of the resolution team and that they were going to repair the issue he has had with his truck. The truck is repaired at this point and my...
service manager on multiple times has tried contacting Mr. [redacted] to inform his truck was ready for pickup. I have a call into our Chrysler service rep to see what he is willing to do for Mr. [redacted]. At this point we are awaiting the direction from Chrysler for resolution. They authorized the repairs and we completed what they have asked. As far as a buy back this will need to come from Chrysler and thus the payment to be paid by them. Mr. [redacted] please reach to me on my cell phone [redacted]. I will happy to help in any way that I can. Thanks,James [redacted]AutoNation CDJR SpringGeneral Manager[redacted] cell
Our service manager Calvin M[redacted] spoke to this customer. We were contacting his wife and her voicemail was not set up. ** is coming in tomorrow so we can resolve the issues. Thanks,J[redacted] H[redacted]GMAutoNation Chrysler Dodge Jeep Ram Spring
The process of tearing down the vehicle was started on 06/16/2017. We should be able to rule the cause of the overheating later this afternoon.Thank you,James [redacted]
reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
We are actively working with the dealership to resolve the matter. Truck will be dropped off on tomorrow. Mr. J[redacted] has assisted us in getting the matter resolved. Please keep case open until issue is actually resolved.
Regards,
I want to start off apologizing for the issue you are having with your new vehicle. I will get involved to see what I can find out with what is going on with your vehicle. [redacted] does not offer loaner vehicles while your vehicle is in service. We at times have loaners...
available. At times they are all in service. Please allow me to look into what is going on with your vehicle. I also read you were not interested in the vehicle any longer. Unfortunately this is something I will not be able to help with. You will have to talk to the original dealer your purchased the vehicle from. If they are not able to purchase the vehicle back the next thing is to contact [redacted] directly. You are welcome to contact me directly. Thanks,James [redacted]GMAutoNation CDJR Spring713-545-9802 cell
[redacted] my name is James H[redacted] and I am the General Manager at AutoNation Chrysler Dodge Jeep Ram Spring. I have read your complaint and I would like to talk to you to figure out how I can resolve your issue. Please contact me at [redacted]. I have spoken to my managers about...
your purchase and know a little bit of what has happened. We have already replaced the exhaust to meet the state requirements. Please let me know what else we can do to assist you in the repair of the exhaust.
Thanks,
James H[redacted]
The service advisor who actually spoke with the customer on arrival stated to her that her car smelt like it was overheating the customer at that point stated that she knew. Once we pulled the vehicle in the service bay and checked the vehicle we confirmed the leak of the radiator. The technician also noticed two gallon of water in the vehicle and noticed tape on the radiator as well. We then proceeded to repair the radiator. After the installation we checked the vehicle for overheating and to make sure that everything was properly working. At that time the vehicle was fixed based on what we have found. We held up to what the current issue was on the vehicle. After three weeks of driving another issues has arised. Once the vehicle was brought in the we checked the repairs that were done prior to the new issue and everything still tested normal. We explained to the customer we would have to tear down the motor for further diagnoses of the new issue. After that conversation we received a phone call from the mother of our customer asking if we replaced the thermostat when we replaced the radiator. We explained the thermostat was good and it opened and closed there was not a fault with the thermostat. The customer insisted that because we didn't replace the thermostat that the issue on the vehicle now was that we didn't replace the thermostat. That is not the issue. The issue is how long the customer drove the vehicle while it overheated. At this point we would need authorization to tear down the motor and give a true diagnoses to this customer. The damage caused by driving this vehicle while it overheated is unknown until we are able to tear the motor down. We will not take responsibility for driving the vehicle while it overheated.
Sent: Monday, August 08, 2016 2:32 PM Subject: complaint [redacted] I am sorry for the trouble you are having with your new vehicle. I have referenced your vin number with Chrysler and the recall shows to have been completed on June 22 2016. If you are still experiencing issues...
with your vehicle please contact me directly and I will help you. Thanks, James [redacted] General Manager AutoNation CDJR Spring [redacted] CONFIDENTIAL: This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic email or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Sent: Monday, June 19, 2017 7:39 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] [...] as of June 14...the vehicle still had not been worked on [...]
After tearing down the engine of the vehicle there was not any failed components that would contribute to overheating. The thermostat and the radiator are both working properly. The diagnosis is that the coolant is leaking internally. The cause of the internal leak was due to the vehicle severely overheating. Customer was aware of the over heating before the vehicle was brought into the store for the initial visit. Ms. [redacted] informed both Creg and Fonzie she was aware of the leak. We could only determine the leak of the radiator the day of her visit. That is what we repaired. That repair is under guarantee. We are not able to guarantee a vehicle that was damaged prior to the repairs. The unknown of how far and how long or how hot the vehicle was before water was added to the radiator. The retail cost of the repair is $6913.88. We are able to reduce the cost of the repair to $ 4589.95. We are not accepting fault from prior damage.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Ms. [redacted] purchased this vehicle on 12/22/2016. After the sale there has not been contact with the customer. The first contact we had with the customer was on 4/28/2017. On 4/28/2017 customer came in for a free oil change at this time the service advisor spoke with Ms. [redacted] about...
her car smelling like her car was overheating. She then explained that she knew of the issue and that her father put tape on the leak to stop the leak. She didn't explain how long she was driving with the vehicle overheating. She did however have two gallons of water in her vehicle that was noticed. We pulled her car in and verified the leak in the radiator. We then quoted her the price for the repair. She explained that she was unable to pay for the repairs and her dad insisted on us repairing it since they bought the vehicle from us in December. I explained to both that the repair would not be covered by the store. We informed them that we would complete the repair at our cost. She explained again that she would not be able to pay for the repair that she just started working a new job in KAty and she was currently behind on her car payment. AT that point we offered to help and pay 50% of the repair and dad kept insisiting we would cover the entire repair. At hat point we explained we would work out payments for the customer to get her back on the orad and her vehicle working. After the repair was complete dad came back and insisted that I said we would take care of the repair. Without arguing we took care of the expense to get Ms. [redacted] back on the road. We tested the repair and everything held. The radotor was properly working and also the thermostat was operating normal. The vehicle came back 3 weeks later on 5/18/2017 with an overheating complaint. We spoke to the customer explain what we would need to do to diagnose the leak issue. Not knowing how long she drove with it overheating prior visit is the cause on the current condition of the vehicle. the repairs we made are still holding now it has become an internal engine issue based on the driving the vehicle overheating in the first place. At this point we don't feel at fault. We are willing to adjust to cost to help the customer with the repair of her vehicle. Respectfully,James [redacted]
I spoke with the service manager about the service completed at our location. He is informed me that he reached out to Chrysler Customer Care as well and explained we would refund the service or change the oil again. Customer purchased the oil and brought it with them for the service...
appointment. We would need the receipt for the oil to refund the amount of the oil. We would also will refund the labor for the oil change and the oil filter we charged the customer. The other option is that we change the oil again at no additional charge. Please give the direction you rather go. Thank you,James [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
1) The truck was sold to us under the impression the exhaust WAS legal in its current state. The dealership falsely represented the state of the vehicle at the time of purchase. We also used the vehicle for over a month, without our knowledge the truck was illegal.2) The dealership modified OUR vehicle after driving it for over a month, as well as making the first payment , without our consent or knowledge.3) James H[redacted], the General Manager, states the exhaust was replaced, however it was poorly repaired. Please see attached document.4) Per the DMV, our vehicle was registered into the previous owners name the day after our purchase. The dealership also listed on the title almost 7k miles less than odometer reading.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Regards,
Sent: Monday, September 21, 2015 3:50 PM To: drteam Subject: Complaint ID [redacted] After I responded to this complaint the customer contacted me and we met at the store on September 12th. I met with one half of the party and we agreed I would get the truck in and have it looked at. They wanted the exhaust noise to be the same as when they originally bought it. I informed them I would do so and that they needed to let me know what dates would work for them to drop it off and I would have the work done. I gave the customer my cell phone number and I haven’t heard from them since that Saturday. I would still the like the opportunity to make it right for the customers. Thanks, James H[redacted] AutoNation Chrysler Dodge Jeep Ram Spring GM [redacted] cell
I tried reaching out to Mr. [redacted] today. What I have been informed of was that the person that Mr. [redacted] spoke to at Chrysler was apart of the resolution team and that they were going to repair the issue he has had with his truck. The truck is repaired at this point and my...
service manager on multiple times has tried contacting Mr. [redacted] to inform his truck was ready for pickup. I have a call into our Chrysler service rep to see what he is willing to do for Mr. [redacted]. At this point we are awaiting the direction from Chrysler for resolution. They authorized the repairs and we completed what they have asked. As far as a buy back this will need to come from Chrysler and thus the payment to be paid by them. Mr. [redacted] please reach to me on my cell phone [redacted]. I will happy to help in any way that I can. Thanks,James [redacted]AutoNation CDJR SpringGeneral Manager[redacted] cell
Our service manager Calvin M[redacted] spoke to this customer. We were contacting his wife and her voicemail was not set up. ** is coming in tomorrow so we can resolve the issues. Thanks,J[redacted] H[redacted]GMAutoNation Chrysler Dodge Jeep Ram Spring
The process of tearing down the vehicle was started on 06/16/2017. We should be able to rule the cause of the overheating later this afternoon.Thank you,James [redacted]
Revdex.com:
I have...
reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
We are actively working with the dealership to resolve the matter. Truck will be dropped off on tomorrow. Mr. J[redacted] has assisted us in getting the matter resolved. Please keep case open until issue is actually resolved.
Regards,
I want to start off apologizing for the issue you are having with your new vehicle. I will get involved to see what I can find out with what is going on with your vehicle. [redacted] does not offer loaner vehicles while your vehicle is in service. We at times have loaners...
available. At times they are all in service. Please allow me to look into what is going on with your vehicle. I also read you were not interested in the vehicle any longer. Unfortunately this is something I will not be able to help with. You will have to talk to the original dealer your purchased the vehicle from. If they are not able to purchase the vehicle back the next thing is to contact [redacted] directly. You are welcome to contact me directly. Thanks,James [redacted]GMAutoNation CDJR Spring713-545-9802 cell
I will get a status update on your vehicle to see what I may be able to help with. Please feel free to contact me directly. James [redacted]
[redacted] my name is James H[redacted] and I am the General Manager at AutoNation Chrysler Dodge Jeep Ram Spring. I have read your complaint and I would like to talk to you to figure out how I can resolve your issue. Please contact me at [redacted]. I have spoken to my managers about...
your purchase and know a little bit of what has happened. We have already replaced the exhaust to meet the state requirements. Please let me know what else we can do to assist you in the repair of the exhaust.
Thanks,
James H[redacted]
The service advisor who actually spoke with the customer on arrival stated to her that her car smelt like it was overheating the customer at that point stated that she knew. Once we pulled the vehicle in the service bay and checked the vehicle we confirmed the leak of the radiator. The technician also noticed two gallon of water in the vehicle and noticed tape on the radiator as well. We then proceeded to repair the radiator. After the installation we checked the vehicle for overheating and to make sure that everything was properly working. At that time the vehicle was fixed based on what we have found. We held up to what the current issue was on the vehicle. After three weeks of driving another issues has arised. Once the vehicle was brought in the we checked the repairs that were done prior to the new issue and everything still tested normal. We explained to the customer we would have to tear down the motor for further diagnoses of the new issue. After that conversation we received a phone call from the mother of our customer asking if we replaced the thermostat when we replaced the radiator. We explained the thermostat was good and it opened and closed there was not a fault with the thermostat. The customer insisted that because we didn't replace the thermostat that the issue on the vehicle now was that we didn't replace the thermostat. That is not the issue. The issue is how long the customer drove the vehicle while it overheated. At this point we would need authorization to tear down the motor and give a true diagnoses to this customer. The damage caused by driving this vehicle while it overheated is unknown until we are able to tear the motor down. We will not take responsibility for driving the vehicle while it overheated.
[redacted] we will credit the credit card today for the $95.00. I do apologize for your inconvenience. Thanks,James H[redacted]
Sent: Monday, August 08, 2016 2:32 PM Subject: complaint [redacted] I am sorry for the trouble you are having with your new vehicle. I have referenced your vin number with Chrysler and the recall shows to have been completed on June 22 2016. If you are still experiencing issues...
with your vehicle please contact me directly and I will help you. Thanks, James [redacted] General Manager AutoNation CDJR Spring [redacted] CONFIDENTIAL: This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic email or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Sent: Monday, June 19, 2017 7:39 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] [...] as of June 14...the vehicle still had not been worked on [...]
After tearing down the engine of the vehicle there was not any failed components that would contribute to overheating. The thermostat and the radiator are both working properly. The diagnosis is that the coolant is leaking internally. The cause of the internal leak was due to the vehicle severely overheating. Customer was aware of the over heating before the vehicle was brought into the store for the initial visit. Ms. [redacted] informed both Creg and Fonzie she was aware of the leak. We could only determine the leak of the radiator the day of her visit. That is what we repaired. That repair is under guarantee. We are not able to guarantee a vehicle that was damaged prior to the repairs. The unknown of how far and how long or how hot the vehicle was before water was added to the radiator. The retail cost of the repair is $6913.88. We are able to reduce the cost of the repair to $ 4589.95. We are not accepting fault from prior damage.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.
Ms. [redacted] purchased this vehicle on 12/22/2016. After the sale there has not been contact with the customer. The first contact we had with the customer was on 4/28/2017. On 4/28/2017 customer came in for a free oil change at this time the service advisor spoke with Ms. [redacted] about...
her car smelling like her car was overheating. She then explained that she knew of the issue and that her father put tape on the leak to stop the leak. She didn't explain how long she was driving with the vehicle overheating. She did however have two gallons of water in her vehicle that was noticed. We pulled her car in and verified the leak in the radiator. We then quoted her the price for the repair. She explained that she was unable to pay for the repairs and her dad insisted on us repairing it since they bought the vehicle from us in December. I explained to both that the repair would not be covered by the store. We informed them that we would complete the repair at our cost. She explained again that she would not be able to pay for the repair that she just started working a new job in KAty and she was currently behind on her car payment. AT that point we offered to help and pay 50% of the repair and dad kept insisiting we would cover the entire repair. At hat point we explained we would work out payments for the customer to get her back on the orad and her vehicle working. After the repair was complete dad came back and insisted that I said we would take care of the repair. Without arguing we took care of the expense to get Ms. [redacted] back on the road. We tested the repair and everything held. The radotor was properly working and also the thermostat was operating normal. The vehicle came back 3 weeks later on 5/18/2017 with an overheating complaint. We spoke to the customer explain what we would need to do to diagnose the leak issue. Not knowing how long she drove with it overheating prior visit is the cause on the current condition of the vehicle. the repairs we made are still holding now it has become an internal engine issue based on the driving the vehicle overheating in the first place. At this point we don't feel at fault. We are willing to adjust to cost to help the customer with the repair of her vehicle. Respectfully,James [redacted]