Mr*** asked us to install a factory harness that controls the radio and speakers,along with multiple features for electronics that control dash functions.When we began work on Mr*** truck we removed the dash and cut the wires for the aftermarket alarm system which cannot be
reused with the factory wiring harness that he requested we install.Mr*** was fully aware that the aftermarket alarm would not function when our repairs were complete and was aware that the wiring harness for the alarm system would not be put back into the truck.Mr *** advised us to put the items we repaired back to factory and he would take care of the aftermarket items himself at a different aftermarket repair facilty(best buy).In regards to the repairs that we made our technician's and both service managers have tried to accommodate Mr*** by having him return so we could look at his factory alarm system and see what concern he may have, MrBoorn has declined to do that and does not want our assistance in regards to trying to help with his truck.We have also offered to have the interior of his truck cleaned on the inside when we may have got grease spots and he does not wants us to clean his truck as well.We have provided the customer with a adequate solution to his problem but does not want any help in regards to his concern.We have provided Mr*** with all that he requested when he arrived for his repairs and we also asked Mr*** to come in and look at the concerns prior to his repairs cause the technician wanted to point out things he found during his repair.The service manager's have spoken to Mrand Mrs*** and have given a thorough explanation of all the things that was done and we have also provided him in trying to help with with a factory alarm system that he asked us about during our phone conservations, at this point in time there seems to be nothing we can do to resolve his issue.If the customer would like us to help him regards to figuring out his factory alarm we will be more than helpful but his aftermarket alarm system we don't have the capabilities'or the wiring diagrams to figure out his concern
Hi - I called Huntington today and they said that the just received the refund on 03/27/after almost of year of the cancel dateI want to Thank You So much for getting them on the ball for payment to be sent and posted ***
I believe that the end result was unacceptableThe manager himself said that making a key consist of cutting and programming the key to complete the job and they were unable to do so soAgain we didn't need a key to just fit, we needed a FULLY OPERATING KEYAs the consumer I had no way of know that the key may not work due a SKIM module, I am not a mechanicTherefore the mechanic should have made us aware prior to beginning the work, but based on the comment from the manager, they are more concerned with writing cars up and taking the money than making sure customers are fully aware of their optionsThey may have no way of knowing that if the SKIM Module has been changed or is defective but they did know that the SKIM module is needed to program the key, again we know nothing about cars it it is great customer service to educate customers instead of withholding information and taking moneyI had to pay full price for a part that is partially workingIn other words I was given a left shoe without the right one, can I put the left shoe on, yes but it's useless without the right one just as this key is because the same issue still exist!!When I told them the issue upon arriving they didn't feel the need to do the diagnostic because they felt that making a new key would solve the problem, which is why the form stated to make a key and I signed off on itI was assured that I the issue would be fixed and It's notTo have to pay (full price for a partial part) is absurdAgain this is unacceptable and terrible customer service
Certainly nothing but apologies First concern is accurate, the purchase agreement did read differently than the contract and it's a mistake that we need to fix Spoke to *** and I found that he did call the finance source to get the deal corrected on 7/ It took several days
for the representative to pick up the paperwork and why it's not handled a month later is astonishing Again sorry if you were not given a call back I wish that I was informed sooner so that I could take care of the situation- please give me a call or an email so I resolve this- *** *** (General Manager) ***@caldwellchrysler.com or direct line ###-###-#### Thank you for your business and patience and allow me to correct this for you immediately
I never said I wanted to shop ratesI will not agree to thatI came in with my own financing and specifically stated not to pursue furtherAs for your sales representative, CJ, he was on his cell phone texting and laughing the entire time I was in his officeHe proceeded to explain that he was putting his girl in her placeAnother one of the young salesmen came over and gave him a high five for itWhen the vehicle was prepared for me it was washed and sweptHowever, it was on emptyCJ said when I returned he would put more has gas in the vehicleI said," You are going to fill it up right?" He laughed and said, " oh no I'll give you a bit more." I have purchased other certified used vehicles that were presented to me much more satisfactory that Bob Caldwell's processThey put new car smell in and fill it up without questionI will not agree to you lack of acknowledgement of wrong doing on your businesses part
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Dear Mr***,I am greatly grateful to you and the Revdex.com for helping me resolve this dispute. I read the answer from the business and although I am grateful they are agreeing to refund $150, I can’t help but notice that not only they did they fail to address the fact that this all happened while they were short on staff, that they did multiple jobs that were not done correctly, they came back with fallacies or half truthswant my money back, that’s undeniable. I asked them for my money back before the service done on Last weekI just had to pay them those additional $because the car didn’t start and I was forced to take it to them because I was already on my way. If I accept my money, will my complaint disappear?I want to make sure they answer my complain and admit their wrongdoing. If I accept the money, would they still be able to respond and send an apology?Please see my points below:Check engine light diagnosed July 27th was for a speed sensor, this required (per manufacture instructions) a flash to the PCM. As I stated in my original complaint, I didn’t go there for them to fix the check engine light, I went so they fix the rpm getting so high. The only time the check engine light was mentioned was when I asked if the check engine light was going to disappear when they fix the problem with the rpm. They told us then that the problem was the transmission and they told us when we came back that the problem was the transmission and we had to wait a monthWhy they did what they did and pretend otherwise is beyond me. That same visit customer requested price on mirror replacement and declined work. I asked if I needed to replace the mirror before they repair the sensors they “fixed” and needed to fix again and they said yes so I asked the price, that was allCustomer was still complaining of same issue Sept 5th and we replaced a battery for the remote, free loaner vehicle, and free transmission flush, (over $goodwill). Why did they replace the batteries of the remote? We took them out intentionally because every time that remote gets touch the side doors open by themselves. Goodwill? I had to bring my vehicle back, be inconvenient by their negligence and they think they were nice because they gave me a car? That’s the only reason why I didn’t present my complaint (as I told them I would) before. Goodwill? They tried to charge me for the service and I reminded them that they were not doing me any favors, they were following in a service that was incomplete! Free transmission flush? I am not a mechanic but whatever they did it didn’t fix my RPM problem and it doesn’t change the fact that I paid them to repair my rpm issue on 7/not for the check engine lightSo as far as I am concerned, this is a service I paid for alreadyThey need to check their phone records, the second person I spoke on the phone with told me that they record all calls. On October 11th, customer brought in vehicle that would not start and revving issue where RPMs were fluctuating. Earlier that day and before I didn’t have any problems with my starter. I called and spoke with Ron about the RPM issue, the car broke down on my way to the dealerIf I haven’t stop to pick up my daughter from daycare this would have happened in their workshopBy the way, they conveniently don’t address my question and the fact that we took the car to their workshop for the same problem earlier this year.Objectively speaking, all the jobs performed by Bob Caldwell this year have come back to haunt me so technically, I should receive a refund from all the money I have paid them for my sensors, the starter, the rpm and of course the one done recently.How about addressing the fact that they are short on staff? Transmission workers! How about showing some self pride and showing some remorse for a terrible job done?! Kind regards ,
Requested We Owe Doc attached Thanks-- Justin H***Bob Caldwell Chrysler Jeep Dodge RamCaldwell Fleet Leasingwww.caldwellchrysler.comwww.caldwellleasing.comNew Commercial- The Human Drive
I am rejecting this response because: We have only paid $out of pocket to your dealership, because everything that you've
done on our car to date has been serviced under warranty. My husband and I have already accepted Shane's 'free synthetic oil change' as a result of poor service from our last visit and we will NOT accept the same response for this matter. We can not believe how poorly you take care of customers. This complaint will not be settled with yet another 'free oil change'
We still stand by initial offer as it would be with any other customer before, during, or after this complaint Like we mentioned before (and like yourself) we have no way of knowing that the SKIM module was replaced either There are no records of the vehicle nor customer here and there is nothing in Chrysler's site showing that the SKIM module was replaced
Purchased Car on 8-28-17, car was dirty because we just got it in and she was only interested in a SonataCar was in initially for pass side mirror and detail We Owe states nothing owed and signed by custI have listened to telephone recordings of a call from cust to Tom R*** about the
status of the car on 9-and a promise to call the cust back. A VM was left by Tom to cust the same day letting her know the car would be done the following dayWhen cust picked up car on 9-she noticed some other exterior work that needed done. She brought car back on 9-and we ordered a mirror motor and a tail light assembly. Service and parts had issues getting the correct mirror /motor combination and the mirror parts arrived on 9-and the tail light on 9- The mirror was the wrong color and the correct color mirror was ordered and received on 10-3. The repairs were completed and the cust was notified that the car was done on 10-6. Cust picked car up on 10-at which time she voiced her complaint and concerns to meI apologized for the time it took to complete her repairs, went to the back and brought her car up for herThe customer was in a loaner car the entire time her car was in the shop and because a free loaner was offered we do not feel responsible to make customer's first payment
The company responded a day after the complaint I personally (Justin H*** (GM)) left a response to the Facebook message hours after the post and left direct extension that the customer could call Nonetheless our salesperson (Randy) was wrong saying he would call back and never did
so Although we are not familiar with the conversation between sales person and customer, we were given the customers information to run credit and an application was filled out with personal information to run credit After speaking to Randy there was a bit of a miscommunication on credit After listening to a phone conversation, Randy thought that customer did not want credit sent to banks We would need to pull credit internally in order to gather information to quote customer including FICO score and trade in payoff which was provided to customer As I had mentioned on the Facebook reply it does not matter how many times credit is pulled nor how many banks review the credit, credit bureaus all consolidate all credit pulls as if they are so as long as they are all within days There are plenty of articles I would be happy to provide to defend the statement upon request As long as the customer is in still looking for a vehicle and knowing that credit must be pulled to finance any automotive transaction, the customer will only receive hit to credit In addition and as I would have offered if the customer had he called, we can write a letter to the credit bureau and have the inquiry removed if it's that big of a deal but as explained before if the customer is still going to look for a vehicle there is no benefit to customer's scoreFurthermore, we are being misrepresented on Facebook currently as stated We did not pull customer credit after customer had left, we pulled credit to see what kind of payments we could provide customer as requested Customer did not call times Throughout the entire process, customer made incoming calls Randy spoke to customer on the 1st, customer made attempts on the 2nd, and I responded to Facebook post on 3rd (same day post was left), so there is a bit of an exaggeration regarding attempts to reach a manager Frankly the entire complaint is a bit over zealous however we apologize for the lack of effort in response time and broken promises from sales staff -Justin H (GM)
We apologies for the frustrations and inconveniences due to the vehicle We have reached out to this customer as early as last night (prior to this complaint) to remedy the situation We do not resolve anything including dealership profits or customer satisfaction by not fixing vehicles
We have offered free loaners and paid for the customers tire despite it not being under warranty Per the complaint, we are still willing to fix vehicle free of charge to customer and provide loaner, (he has this on his voice mail) We will repair the dent on his vehicle free of charge At this point we just need the customer to bring the vehicle in so we can repair it Obviously there are multiple issues we are addressing, we just want to address them and again sorry for the inconvenience
Last October I bought the truck from Bob CaldwellIt was used with 50,miles on itWe saw some water damageThe $2,is for fixing bearings and axle*** *** gave us that estimateThe warranty might not cover itWe have our insurance company *** involvedIt would be fair
for the business to cover the expenses because I think the car was flooded when we bought it
Hello, to followup on complaint, check was
sent to Huntington for $4,on March 17th Huntington should have check and applied credit to loan Looking for confirmation from customer that loan reflects this credit Thank you -Justin H*** (*** *** * *** *** *** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:
Only due to the fact that I had to request a loaner vehicle before it being offered after my vehicle had been at their service location for almost a weekI was initally told, after the request, that there were no vehicles availableI then called the location again and was told there were three available but I was never contacted to be offered oneOn one of my calls I did request to speak to a supervisor but was forwarded to my original service rep, Lenny Jo, who has been nothing but nice and professional I do want to add. I confirm that I did not purchase the vehicle at their location, however, I brought it to their location as they are a cerified Dodge mechanicsI wanted to make sure I had the techs that are best suited to repair my vehicleThank you for responding quickly to my complaint.
Regards,
Lisette Merced
Pulled all recorded conversations. We called customer back twice to try to assist. Customer did speak to manager in Body Shop regarding wheel and then also a service advisor as well. As stated during the conversation, any repairs need to be called into the service contract company. Can not guarantee any and all issues are covered by service contract. I have a call into service contract company to gather additional information. Customer can call me directly so I can gather additional information ###-###-####. Vehicle was purchased 10/26/17. Show no signs that this was an issue during purchase or for the first months after purchase. Vehicle was inspected prior to purchase. Need more information on why other dealer is asking for $2400. -Justin H*** (GM)
We first looked at the brakes 06/20/when the mileage was It was determined at that time that the front and rear pads and rotors needed to be replacedChrysler authorized the repairs to be done under an "out of warranty" repair for a deductibleChrysler's warranty on
wearable items is months and/or 12,milesThe customer did return on 08/30/complaining the front brakes were squeaking, so we again replaced front pads and rotors under a MOPAR warrantyWe saw the vehicle only one more time after that on 04/09/for an oil change. This visit, the customer brought vehicle in 09/17/2015, mileage 54306, a difference of miles, with a complaint of brakes making noiseThe customer had it previously diagnosed by an aftermarket repair facility, and had already contacted the manufacturerIt was based on Chrysler's advise to have the vehicle inspected at a dealership, so the customer brought it to usWe confirmed what the other repair shop had already determined, and the vehicle does in fact need front and rear pads/rotors, as well as rear caliper bracketsWe contacted the customer and provided him an estimate for repairsThe customer did not agree with our estimate, and proceeded to take verbal abuse at our abilities and the product itself, stating that "If we did the repairs correctly the first time, he would not be in this situation again"In reviewing of the history of this customer, I have determined that we in fact did do the right repair the first timeWe are not in the business of replacing parts that do not need replaced, and in reference to the customers claim that prior model years had recalls, and warranties on the brakes, he is correct in that matterRecalls and extended warranties are based off of many variablesBuild date, and Factory location just to name a couple, the fact is Mr*** vehicle does not fall under any Chrysler recall or extended warrantyI also have to question, why in the last miles did the customer not receive an inspection where ever he had his maintenance completedHis vehicle should have been in somewhere at least 5-times for oil changes alone. Based off of the conversations that my advisor, and other service manager had with the customer, and the manner in which they were spoken to, we decided that even if Chrysler had approved the repairs as an "Out of Warranty" repair, it would be in everyone's best interest to have the repairs completed elsewhereThe person I spoke with at Chrysler confirmed that people at the call center had similar issues with this customer on the phoneWe even took care of the charges internally so the customer has zero out of pocketI am sorry that the customer is having issues with their vehicle, but at 54,miles, it is not unfathomable to have to pay for repairsIndustry wide standard for brakes approximately 15,to 20,miles, depending on driving conditionsThat is why manufacturers only place a month and/or 12,mile warranty on them The problem the customer is having should not be a dealership complaint, his issues are with the manufacture of the products we install
Customer did not buy vehicle here.Customer does not use our dealership for prior repairsCustomer did not contact anyone from mgmtbefore submitting claim to Revdex.comCustomer had been in and paid for check out for same problem prior in which no problem found (11/30/15) This hour check out will
apply to aftermarket service contract deductible of $ Customer is and has been in loaner vehicle, compliments of Bob Caldwell since Friday Unfortunately Bob Caldwell can not control the manufacture's ability to deliver parts in a timely manner Reviewing the time that the vehicle had been here (2nd visit- March 21st drop off) vehicle has intermittent issue that took days before we were able to replicate customer's "no start" concern We can not be held liable for time to diagnose vehicle if customer complaint can not be duplicated It's impossible to determine cause until we confirm complaint which takes an undefinable time to recreate an intermittent issue Customer needs to give us appropriate time to repair vehicle and confirm with 3rd party service contract company authorization of payment This repair will cost customer $out of pocket assuming no other problems addressed Customer needs to give us time to diag, figure out causes, receive parts, and correct the issue
Mr*** asked us to install a factory harness that controls the radio and speakers,along with multiple features for electronics that control dash functions.When we began work on Mr*** truck we removed the dash and cut the wires for the aftermarket alarm system which cannot be
reused with the factory wiring harness that he requested we install.Mr*** was fully aware that the aftermarket alarm would not function when our repairs were complete and was aware that the wiring harness for the alarm system would not be put back into the truck.Mr *** advised us to put the items we repaired back to factory and he would take care of the aftermarket items himself at a different aftermarket repair facilty(best buy).In regards to the repairs that we made our technician's and both service managers have tried to accommodate Mr*** by having him return so we could look at his factory alarm system and see what concern he may have, MrBoorn has declined to do that and does not want our assistance in regards to trying to help with his truck.We have also offered to have the interior of his truck cleaned on the inside when we may have got grease spots and he does not wants us to clean his truck as well.We have provided the customer with a adequate solution to his problem but does not want any help in regards to his concern.We have provided Mr*** with all that he requested when he arrived for his repairs and we also asked Mr*** to come in and look at the concerns prior to his repairs cause the technician wanted to point out things he found during his repair.The service manager's have spoken to Mrand Mrs*** and have given a thorough explanation of all the things that was done and we have also provided him in trying to help with with a factory alarm system that he asked us about during our phone conservations, at this point in time there seems to be nothing we can do to resolve his issue.If the customer would like us to help him regards to figuring out his factory alarm we will be more than helpful but his aftermarket alarm system we don't have the capabilities'or the wiring diagrams to figure out his concern
Please close case, simply difference between opinion and fact Customer has already defaced business on multiple social media and review sites
Hi - I called Huntington today and they said that the just received the refund on 03/27/after almost of year of the cancel dateI want to Thank You So much for getting them on the ball for payment to be sent and posted ***
I believe that the end result was unacceptableThe manager himself said that making a key consist of cutting and programming the key to complete the job and they were unable to do so soAgain we didn't need a key to just fit, we needed a FULLY OPERATING KEYAs the consumer I had no way of know that the key may not work due a SKIM module, I am not a mechanicTherefore the mechanic should have made us aware prior to beginning the work, but based on the comment from the manager, they are more concerned with writing cars up and taking the money than making sure customers are fully aware of their optionsThey may have no way of knowing that if the SKIM Module has been changed or is defective but they did know that the SKIM module is needed to program the key, again we know nothing about cars it it is great customer service to educate customers instead of withholding information and taking moneyI had to pay full price for a part that is partially workingIn other words I was given a left shoe without the right one, can I put the left shoe on, yes but it's useless without the right one just as this key is because the same issue still exist!!When I told them the issue upon arriving they didn't feel the need to do the diagnostic because they felt that making a new key would solve the problem, which is why the form stated to make a key and I signed off on itI was assured that I the issue would be fixed and It's notTo have to pay (full price for a partial part) is absurdAgain this is unacceptable and terrible customer service
Certainly nothing but apologies First concern is accurate, the purchase agreement did read differently than the contract and it's a mistake that we need to fix Spoke to *** and I found that he did call the finance source to get the deal corrected on 7/ It took several days
for the representative to pick up the paperwork and why it's not handled a month later is astonishing Again sorry if you were not given a call back I wish that I was informed sooner so that I could take care of the situation- please give me a call or an email so I resolve this- *** *** (General Manager) ***@caldwellchrysler.com or direct line ###-###-#### Thank you for your business and patience and allow me to correct this for you immediately
I never said I wanted to shop ratesI will not agree to thatI came in with my own financing and specifically stated not to pursue furtherAs for your sales representative, CJ, he was on his cell phone texting and laughing the entire time I was in his officeHe proceeded to explain that he was putting his girl in her placeAnother one of the young salesmen came over and gave him a high five for itWhen the vehicle was prepared for me it was washed and sweptHowever, it was on emptyCJ said when I returned he would put more has gas in the vehicleI said," You are going to fill it up right?" He laughed and said, " oh no I'll give you a bit more." I have purchased other certified used vehicles that were presented to me much more satisfactory that Bob Caldwell's processThey put new car smell in and fill it up without questionI will not agree to you lack of acknowledgement of wrong doing on your businesses part
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Dear Mr***,I am greatly grateful to you and the Revdex.com for helping me resolve this dispute. I read the answer from the business and although I am grateful they are agreeing to refund $150, I can’t help but notice that not only they did they fail to address the fact that this all happened while they were short on staff, that they did multiple jobs that were not done correctly, they came back with fallacies or half truthswant my money back, that’s undeniable. I asked them for my money back before the service done on Last weekI just had to pay them those additional $because the car didn’t start and I was forced to take it to them because I was already on my way. If I accept my money, will my complaint disappear?I want to make sure they answer my complain and admit their wrongdoing. If I accept the money, would they still be able to respond and send an apology?Please see my points below:Check engine light diagnosed July 27th was for a speed sensor, this required (per manufacture instructions) a flash to the PCM. As I stated in my original complaint, I didn’t go there for them to fix the check engine light, I went so they fix the rpm getting so high. The only time the check engine light was mentioned was when I asked if the check engine light was going to disappear when they fix the problem with the rpm. They told us then that the problem was the transmission and they told us when we came back that the problem was the transmission and we had to wait a monthWhy they did what they did and pretend otherwise is beyond me. That same visit customer requested price on mirror replacement and declined work. I asked if I needed to replace the mirror before they repair the sensors they “fixed” and needed to fix again and they said yes so I asked the price, that was allCustomer was still complaining of same issue Sept 5th and we replaced a battery for the remote, free loaner vehicle, and free transmission flush, (over $goodwill). Why did they replace the batteries of the remote? We took them out intentionally because every time that remote gets touch the side doors open by themselves. Goodwill? I had to bring my vehicle back, be inconvenient by their negligence and they think they were nice because they gave me a car? That’s the only reason why I didn’t present my complaint (as I told them I would) before. Goodwill? They tried to charge me for the service and I reminded them that they were not doing me any favors, they were following in a service that was incomplete! Free transmission flush? I am not a mechanic but whatever they did it didn’t fix my RPM problem and it doesn’t change the fact that I paid them to repair my rpm issue on 7/not for the check engine lightSo as far as I am concerned, this is a service I paid for alreadyThey need to check their phone records, the second person I spoke on the phone with told me that they record all calls. On October 11th, customer brought in vehicle that would not start and revving issue where RPMs were fluctuating. Earlier that day and before I didn’t have any problems with my starter. I called and spoke with Ron about the RPM issue, the car broke down on my way to the dealerIf I haven’t stop to pick up my daughter from daycare this would have happened in their workshopBy the way, they conveniently don’t address my question and the fact that we took the car to their workshop for the same problem earlier this year.Objectively speaking, all the jobs performed by Bob Caldwell this year have come back to haunt me so technically, I should receive a refund from all the money I have paid them for my sensors, the starter, the rpm and of course the one done recently.How about addressing the fact that they are short on staff? Transmission workers! How about showing some self pride and showing some remorse for a terrible job done?! Kind regards ,
Requested We Owe Doc attached Thanks-- Justin H***Bob Caldwell Chrysler Jeep Dodge RamCaldwell Fleet Leasingwww.caldwellchrysler.comwww.caldwellleasing.comNew Commercial- The Human Drive
I am rejecting this response because: We have only paid $out of pocket to your dealership, because everything that you've
done on our car to date has been serviced under warranty. My husband and I have already accepted Shane's 'free synthetic oil change' as a result of poor service from our last visit and we will NOT accept the same response for this matter. We can not believe how poorly you take care of customers. This complaint will not be settled with yet another 'free oil change'
We still stand by initial offer as it would be with any other customer before, during, or after this complaint Like we mentioned before (and like yourself) we have no way of knowing that the SKIM module was replaced either There are no records of the vehicle nor customer here and there is nothing in Chrysler's site showing that the SKIM module was replaced
Purchased Car on 8-28-17, car was dirty because we just got it in and she was only interested in a SonataCar was in initially for pass side mirror and detail We Owe states nothing owed and signed by custI have listened to telephone recordings of a call from cust to Tom R*** about the
status of the car on 9-and a promise to call the cust back. A VM was left by Tom to cust the same day letting her know the car would be done the following dayWhen cust picked up car on 9-she noticed some other exterior work that needed done. She brought car back on 9-and we ordered a mirror motor and a tail light assembly. Service and parts had issues getting the correct mirror /motor combination and the mirror parts arrived on 9-and the tail light on 9- The mirror was the wrong color and the correct color mirror was ordered and received on 10-3. The repairs were completed and the cust was notified that the car was done on 10-6. Cust picked car up on 10-at which time she voiced her complaint and concerns to meI apologized for the time it took to complete her repairs, went to the back and brought her car up for herThe customer was in a loaner car the entire time her car was in the shop and because a free loaner was offered we do not feel responsible to make customer's first payment
The company responded a day after the complaint I personally (Justin H*** (GM)) left a response to the Facebook message hours after the post and left direct extension that the customer could call Nonetheless our salesperson (Randy) was wrong saying he would call back and never did
so Although we are not familiar with the conversation between sales person and customer, we were given the customers information to run credit and an application was filled out with personal information to run credit After speaking to Randy there was a bit of a miscommunication on credit After listening to a phone conversation, Randy thought that customer did not want credit sent to banks We would need to pull credit internally in order to gather information to quote customer including FICO score and trade in payoff which was provided to customer As I had mentioned on the Facebook reply it does not matter how many times credit is pulled nor how many banks review the credit, credit bureaus all consolidate all credit pulls as if they are so as long as they are all within days There are plenty of articles I would be happy to provide to defend the statement upon request As long as the customer is in still looking for a vehicle and knowing that credit must be pulled to finance any automotive transaction, the customer will only receive hit to credit In addition and as I would have offered if the customer had he called, we can write a letter to the credit bureau and have the inquiry removed if it's that big of a deal but as explained before if the customer is still going to look for a vehicle there is no benefit to customer's scoreFurthermore, we are being misrepresented on Facebook currently as stated We did not pull customer credit after customer had left, we pulled credit to see what kind of payments we could provide customer as requested Customer did not call times Throughout the entire process, customer made incoming calls Randy spoke to customer on the 1st, customer made attempts on the 2nd, and I responded to Facebook post on 3rd (same day post was left), so there is a bit of an exaggeration regarding attempts to reach a manager Frankly the entire complaint is a bit over zealous however we apologize for the lack of effort in response time and broken promises from sales staff -Justin H (GM)
We apologies for the frustrations and inconveniences due to the vehicle We have reached out to this customer as early as last night (prior to this complaint) to remedy the situation We do not resolve anything including dealership profits or customer satisfaction by not fixing vehicles
We have offered free loaners and paid for the customers tire despite it not being under warranty Per the complaint, we are still willing to fix vehicle free of charge to customer and provide loaner, (he has this on his voice mail) We will repair the dent on his vehicle free of charge At this point we just need the customer to bring the vehicle in so we can repair it Obviously there are multiple issues we are addressing, we just want to address them and again sorry for the inconvenience
Last October I bought the truck from Bob CaldwellIt was used with 50,miles on itWe saw some water damageThe $2,is for fixing bearings and axle*** *** gave us that estimateThe warranty might not cover itWe have our insurance company *** involvedIt would be fair
for the business to cover the expenses because I think the car was flooded when we bought it
I can't supercede what the service contract will cover
Hello, to followup on complaint, check was
sent to Huntington for $4,on March 17th Huntington should have check and applied credit to loan Looking for confirmation from customer that loan reflects this credit Thank you -Justin H*** (*** *** * *** *** *** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:
Only due to the fact that I had to request a loaner vehicle before it being offered after my vehicle had been at their service location for almost a weekI was initally told, after the request, that there were no vehicles availableI then called the location again and was told there were three available but I was never contacted to be offered oneOn one of my calls I did request to speak to a supervisor but was forwarded to my original service rep, Lenny Jo, who has been nothing but nice and professional I do want to add. I confirm that I did not purchase the vehicle at their location, however, I brought it to their location as they are a cerified Dodge mechanicsI wanted to make sure I had the techs that are best suited to repair my vehicleThank you for responding quickly to my complaint.
Regards,
Lisette Merced
Pulled all recorded conversations. We called customer back twice to try to assist. Customer did speak to manager in Body Shop regarding wheel and then also a service advisor as well. As stated during the conversation, any repairs need to be called into the service contract company. Can not guarantee any and all issues are covered by service contract. I have a call into service contract company to gather additional information. Customer can call me directly so I can gather additional information ###-###-####. Vehicle was purchased 10/26/17. Show no signs that this was an issue during purchase or for the first months after purchase. Vehicle was inspected prior to purchase. Need more information on why other dealer is asking for $2400. -Justin H*** (GM)
We first looked at the brakes 06/20/when the mileage was It was determined at that time that the front and rear pads and rotors needed to be replacedChrysler authorized the repairs to be done under an "out of warranty" repair for a deductibleChrysler's warranty on
wearable items is months and/or 12,milesThe customer did return on 08/30/complaining the front brakes were squeaking, so we again replaced front pads and rotors under a MOPAR warrantyWe saw the vehicle only one more time after that on 04/09/for an oil change. This visit, the customer brought vehicle in 09/17/2015, mileage 54306, a difference of miles, with a complaint of brakes making noiseThe customer had it previously diagnosed by an aftermarket repair facility, and had already contacted the manufacturerIt was based on Chrysler's advise to have the vehicle inspected at a dealership, so the customer brought it to usWe confirmed what the other repair shop had already determined, and the vehicle does in fact need front and rear pads/rotors, as well as rear caliper bracketsWe contacted the customer and provided him an estimate for repairsThe customer did not agree with our estimate, and proceeded to take verbal abuse at our abilities and the product itself, stating that "If we did the repairs correctly the first time, he would not be in this situation again"In reviewing of the history of this customer, I have determined that we in fact did do the right repair the first timeWe are not in the business of replacing parts that do not need replaced, and in reference to the customers claim that prior model years had recalls, and warranties on the brakes, he is correct in that matterRecalls and extended warranties are based off of many variablesBuild date, and Factory location just to name a couple, the fact is Mr*** vehicle does not fall under any Chrysler recall or extended warrantyI also have to question, why in the last miles did the customer not receive an inspection where ever he had his maintenance completedHis vehicle should have been in somewhere at least 5-times for oil changes alone. Based off of the conversations that my advisor, and other service manager had with the customer, and the manner in which they were spoken to, we decided that even if Chrysler had approved the repairs as an "Out of Warranty" repair, it would be in everyone's best interest to have the repairs completed elsewhereThe person I spoke with at Chrysler confirmed that people at the call center had similar issues with this customer on the phoneWe even took care of the charges internally so the customer has zero out of pocketI am sorry that the customer is having issues with their vehicle, but at 54,miles, it is not unfathomable to have to pay for repairsIndustry wide standard for brakes approximately 15,to 20,miles, depending on driving conditionsThat is why manufacturers only place a month and/or 12,mile warranty on them The problem the customer is having should not be a dealership complaint, his issues are with the manufacture of the products we install
Customer did not buy vehicle here.Customer does not use our dealership for prior repairsCustomer did not contact anyone from mgmtbefore submitting claim to Revdex.comCustomer had been in and paid for check out for same problem prior in which no problem found (11/30/15) This hour check out will
apply to aftermarket service contract deductible of $ Customer is and has been in loaner vehicle, compliments of Bob Caldwell since Friday Unfortunately Bob Caldwell can not control the manufacture's ability to deliver parts in a timely manner Reviewing the time that the vehicle had been here (2nd visit- March 21st drop off) vehicle has intermittent issue that took days before we were able to replicate customer's "no start" concern We can not be held liable for time to diagnose vehicle if customer complaint can not be duplicated It's impossible to determine cause until we confirm complaint which takes an undefinable time to recreate an intermittent issue Customer needs to give us appropriate time to repair vehicle and confirm with 3rd party service contract company authorization of payment This repair will cost customer $out of pocket assuming no other problems addressed Customer needs to give us time to diag, figure out causes, receive parts, and correct the issue