All American Exteriors, Inc.

[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:"I am sorry that Mr*** feels the way he does He leased a Brand New Jeep Wrangler a year ago He is now saying we should take the vehicle back and that we over charged him by $ Mr*** had visited TrueCars site and was priced as a truecar customer He paid below invoice for a brand new Jeep Wrangler $below the suggested retail price to be exact I am unsure how that is over charging someone by $5500."As stated, I was quoted a price and then you added almost $additional fees that I was not originally quotedI had asked for the final price and was told that the price I saw was the final priceThen $in additional fees was addedThe other $was when the sales person lied about the trade in value of my carI was promised that if I could find proof that the value of my trade in was higher that I would get that matchedWhen I provided written proof, I was told noI was also told I could buy back my trade so I can take it somewhere elseWhen I went in to do that I was told no and the car was sold at auctionI want either you to take back the vehicle or provide me what I was originally promised. "Mr*** never spoke to me regarding this purchase of a vehicleBesides the fact that he and I never spoke, I can safely say I never said I wish I could go back on this deal because I don't like doing business with people like you."You are correctI never spoke to someone named KenI asked to speak to the General Manager and I spoke to someone who told me he was a general manager at the locationHe did say those exact wordsIt was insultingI also have not even been attempted to be contacted since this Revdex.com complaintSo if you would like to discuss these issues in person please call me and I will be glad to discuss the issues with the car and your dealership."Mr*** turned down a tire rotation in May of 2016"This is correctI turned down the tire rotation because I was told it would be free by your sales staffI refused to pay for anything more due to all the lies that I have had at the dealerI rotated the tires myself. "and his complaint when he brought the car in for service in September was he was hearing a noise in the left front tire, like a "rock in the Tread" what was diagnosed was chopped tread on the front tires."No one told me thisI was told there was NO issues with my tiresOnly after the 2nd time I cam in was I told there was chopped threadThis was after I did my own inspection and noticed and pointed it out to the 2nd service adviserI am not a mechanic so I never noticed the problem at firstI described it as a rock in the tread as that was my best description. "The tires do not appear to have been rotated and that appears to be the problem." The tires were rotated times."I do not know what was said in service to Mr***, and no one came to me in May to say he was told his tires would be rotated by the salesperson, but if he had we would have sat down with the salesperson, and if that is what he said to Mr***, then the salesperson and I would have worked something out to make sure Mr*** got oil changes and tire rotations within the first two years of ownership."When I brought the vehicle in the first time, the service representative said there was nothing they can doWhen I asked to speak to a supervisor, she told me that she discussed it with a supervisor and he said there was nothing that can be doneI was never given the opportunity to speak to anyone other then the adviserLast time I spoke to a manager I was insulted so I took the vehicle home and did the work myself."I would still be more than happy to have that conversation with the salesperson I will also offer to look at the tires on the vehicle, discuss it with Mr*** and the Service Manager, and if it could be something other than a non-rotation issue, we can see if the tire manufacturer will offer assistance due to the tires wearing improperly If they haven't been rotated, the tire manufacturer is not going to help out I would guess, but then I will still help Mr*** out with the price of two tires If there is anything else I can do, or if you need any other information, please feel free to let me know."I would be willing to have an in person sit down to discuss the number of issues I have had at the dealershipYou also missed over the fraud that I was forced to open a credit card without my consentAll of these things are still open and need to be addressedPlease call me and we can schedule a time to discuss a resolution to all of the problems. Regards,
*** ***

To Whom It May Concern, I can only read this rejection of our response and ask the Revdex.com what else you would like us to do The customer claims to have more knowledge than anyone else, I will not debate that or even begin to debate it We have offered to have him speak to the technician that in his original complaint to you he claimed that we would not or he wasn't able to speak to He now says he already spoke to him and doesn't want to speak to him We have offered to re scan the car in hopes that the RIGHT codes necessary to repair what he wants repaired come up We have explained that WE cannot fix something outside of the guidelines that the manufacturer allows us He can call the number to Chrysler and speak to them again We cannot repair something and have Chrysler pay for it if they do not authorize us to do it Perhaps he can ask the person at Chrysler if he can talk to one of their technical advisers Perhaps he can explain to them why he knows what the problem is and how to fix it and have them cover it under warranty Again, if Chrysler agrees to fix anyone's car, if they agree to pay us to do so, we never turn that down That would not make any sense from a business standpoint that I can think of If the customer wishes to bring it somewhere else to have it fixed, that is also his option If he would like, we will gladly refund him the $he paid us to diagnose his vehicle for him Please let us know what we can do or what you, the Revdex.com, believe we could do, if anything, beyond what we have offered to do. Sincerely, *** ***Jacksonville Chrysler Jeep Dodge

To whom it May Concern, We forwarded Mr***'s Revdex.com complaint to FCA (Chrysler) We asked them to take a look at it and let us know what they wanted to do because Mr*** feels that the recall repair affected his TIPM We independently of Chrysler do not believe one thing has to do
with the other, which was the reason for us not agreeing to replace the TIPM for free We also realize that if FCA chooses to pay for it, then we should do the repair because perhaps they believe the recall could have affected the TIPM Their response is copied below. Good morning, After reviewing this customer it appears that he is now having a problem with his TIPMHis vehicle was previously in service for recall Rfor the Wireless Ignition Node ModuleThis is not related to his current TIPM problem and since the vehicle is out of its factory warranty by time and mileage FCA is denying any additional cost assistance for this customer. Best regards, *** ***
*** *** ***
*** * *** *** ***
*** *** ** ***
*** *** *** *** *** ** *** ***
*** *** ***
*** *** FCA's local representative, as well as the people Mr*** spoke to at customer care have both declined the repair while both acknowleding that the recall repair does not have any affect on the TIPM The customer care representative has closed the issue in their system They both have the ability to authorize the repair if they believe one thing is related to the other We recognize that it can be frustrating for a customer to bring a vehicle in for one repair, especially the first time at a dealership for service, and have something else go wrong The customer may never had notice any issue with their TIPM and yet it still malfunctions, but the recall repair is not why it malfunctioned, according to FCA We have not serviced the vehicle regularly and there isn't a history in Chrysler's system at other factory authorized repair facilities to enable us to know if the TIPM had ever had an issue or had been replaced in the past The dealership will offer however to replace Mr***'s TIPM at cost for him should he wish to do that Our cost for parts and labor on a new TIPM would be $included tax and shop supplies to complete the job If Mr*** is interested in doing that he can contact *** ***, the Assistant Service Manager to schedule it She will make sure it gets expedited for Mr*** If you should have any questions, *** can be reached at ###-###-####. Sincerely, Jacksonville Chrysler Jeep Dodge

It is our understanding that Mr*** has been in contact with the company and his issues have been resolved If there is anything further, or if we are incorrect, please let us know. Sincerely, Jacksonville Chrysler Jeep DodgeCustomer Service Team

To whom It May Concern, Customer Bought a vehicle and traded in a vehicle As part of negotiations, a check is being cut back to the customer He also has a payoff on his trade in vehicle As soon as we are funded on the deal from the bank, and the lender on his trade in has
mailed us the title to the trade, the customer will receive the check that is owed to him It is my understanding the process has been explained to him, and then when he called last week, the process was again explained We have to have been paid by the bank and we have to have title to any trade ins in order to completely process the whole deal We should have all of that done in the few days at the latest, and the customer will have a check from us at that time. Sincerely, *** ***Sales ManagerJacksonville Chrysler Jeep Dodge

I will be contacting the customer to speak in person Hopefully we can find a time that works for both of us, and hopefully we can rectify the situationI will email him today. sincerely, *** ***

To Whom It May Concern, I am sorry that Mr*** feels the way he does He leased a Brand New Jeep Wrangler a year ago He is now saying we should take the vehicle back and that we over charged him by $ Mr*** had visited TrueCars site and was priced as a truecar
customer He paid below invoice for a brand new Jeep Wrangler $below the suggested retail price to be exact I am unsure how that is over charging someone by $ He has a very low lease payment on a $37,MSRP Wrangler Whether he believes it or not, he got a very good deal on a Wrangler, in fact, better than the TrueCar Price He may have been able to find a better deal somewhere else, and certainly any business could say they would have done a better deal after the fact Mr*** never spoke to me regarding this purchase of a vehicleBesides the fact that he and I never spoke, I can safely say I never said I wish I could go back on this deal because I don't like doing business with people like you." I know this because I have never said the words "people like you" to anyone, and of course he and I have never had a conversation Mr*** turned down a tire rotation in May of 2016, and his complaint when he brought the car in for service in September was he was hearing a noise in the left front tire, like a "rock in the Tread" what was diagnosed was chopped tread on the front tires no rocks nails or screws found during inspection He was told replacing the tires would improve the situation The tires do not appear to have been rotated and that appears to be the problem I do not know what was said in service to Mr***, and no one came to me in May to say he was told his tires would be rotated by the salesperson, but if he had we would have sat down with the salesperson, and if that is what he said to Mr***, then the salesperson and I would have worked something out to make sure Mr*** got oil changes and tire rotations within the first two years of ownership I would still be more than happy to have that conversation with the salesperson I will also offer to look at the tires on the vehicle, discuss it with Mr*** and the Service Manager, and if it could be something other than a non-rotation issue, we can see if the tire manufacturer will offer assistance due to the tires wearing improperly If they haven't been rotated, the tire manufacturer is not going to help out I would guess, but then I will still help Mr*** out with the price of two tires If there is anything else I can do, or if you need any other information, please feel free to let me know. Sincerely, *** ***Jacksonville CJDGeneral Manager/Owner

To whom it may concern,
We would be more than happy to have the customer bring the vehicle in at his convenience and ask for Johnny McGuire or *** ***They can examine the seat and get with the representatives from Chrysler in order to determine a fix for his seatThe customer also has
the right to bring the vehicle to any Chrysler Jeep or Dodge dealer if he wants to do that instead
Sincerely,
*** ***
Jacksonville CJDR

The dealership did not over inflate the customers tires, nor did the dealer ruin the customers tires An independent service company, like Goodyear, saying that someone ruined the tires does not make it so They can say whatever they want to say The dealership does not know the
tire pressure the whole time it is in the possession of the owner of the vehicle Under inflation or over inflation are things need to be monitored by the owner of the vehicle, just like oil levels need to be If they had a warning light or had checked their tires and they were over inflated, or they were not properly inflated, they never came to the dealer with that complaint We highly doubt though that is actually what happened But it is highly likely that someone at GoodYear expressed an opinion as to what could have happened Sincerely,*** ***Jacksonville Chrysler Jeep Dodge

The Dealership has reached out to the customer and is in the process of rectifying the situation. The customer will come in to the dealership and deal with *** ***, Sales Manager, who will undo the loan with *** First bank and accept the customers draft from *** first
bank. The customer and Damone will discuss any other issues at that point in time as well. *** *** will notate in the finance manager's file that he did not do as the customer had originally asked which caused an inconvenience for our customer. If you have any further questions or need any more information please feel free to contact me at ###-###-####. sincerely, *** ***

[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:This experience turned out to be the worst car buying experience imaginable, and my husband and I continue to deal with many discrepancies between what we were told and what we were soldWe were referred to Jacksonville Chrysler Jeep Dodge by a friend recommending the place as a place to get a good dealHowever, this is not what we gotThe staff there was selling every cost as a gift and pushing us to sign the contract as quickly as possible without properly explaining any of the detailsAs a matter of fact, we were told that we were receiving permaplate, service warranties, and tags as birthday gifts and gifts of purchase, which we never asked for, when, in fact, we were charged for all of these giftsWhen we read the contract and began to try and resolve these issues, we only encountered voice mails and unrelated staff with little knowledge or authority to aid us in resolving our complaintOnly after the company received our complaint from Revdex.com was any action taken to refund some of the money, but our financier is still not aware of these term adjustmentsWe are still waiting to hear back from the company about whether the Smartplans, which are netting us a loss (also sold as a benefit) can be refundedI tried to followup with the recommendations put forth in the company response, but they would not let me speak to *** and never returned my calls regarding the issues in questionOnce again, this company has failed to serve due diligence in customer serviceAs such, I am rejecting this response because the suggested course of action has not helped us to resolve our issueI would recommend a little less talk and a lot more action, but at this point I would be happy if I could even get in touch with the parties responsibleWe are under continuous grief trying to deal with this company so that we can be done with the deal
Regards,
*** ***

To Whom It May Concern, Sales Manager, *** ***, called the customer and left two messages and has not heard back from the customer ***, another salesmanager, called and spoke to Mr*** very briefly, Mr*** told *** he was busy at work and he would call back, and *** gave him his cell phone number *** has not heard back from the customer on his cell phone or at work The customer can come in to the dealership and cancel the products that they purchased and get those refunded to the lien holder on their vehicle, or they can contact *** *** or *** Kikic to discuss whatever they would like to discuss The dealership is not wanting this to be a bad experience, and the dealership isn't saying they will not help or speak to the customer There are two managers who are ready to help as soon as the customer comes in or contacts them The customer can also reach out to *** *** at ###-###-#### She is the customer relations manager and would also be more than willing to attempt to resolve any issues

we will be mailing a check to the customer for $ While the repairs we made were necessary for the vehicle and we are confident that they were, our advisor did not do a good enough job explaining why those repairs were necessary in the first place Without proper communication, we
understand how a consumer would feel that the repairs were not necessary after the fact We will mail the check to the address provided in the complaint.Sincerely,Jacksonville CJD

In regards to Mr***'s vehicle concerns: customer arrived with multiple lights on the dash initial diagnoses found active fault codes for PCM and an ABS module flow chart testing indicated that the PCM needed to be replaced PCM replaced, covered by manufacturers 8/
emissions warranty We test drove the vehicle after replacing the PCM and the concern was still present CHrysler's flow chart next advised the technician to replace the ABS module, which is not covered under warranty customer was updated and customer authorized the repair parts delay took almost days to get in ABS module was installed and the concern was no longer present when the vehicle was re-checked The customer was called and the vehicle was released to the customer The customer returned on 9/with indicator lights on DIagnostic fee was waived and we contacted Chrysler Chrysler reviewed our repair procedure from the last visit and agreed with how we went about the process they told us to install a TCM module We replaced the TCM at our expense, not the customers The concern was still present We contacted Chrysler, and they told us to replace the engine wiring harness The customer was informed of this, and they declined the repairs Customer has been in contact with CHrysler's customer care hotline, the vehicle is currently at our facility It is possible that the PCM, the ABS, and the TCM failures caused the short in the engine harness, dealership informed customer of this Chrysler advises a replacement of the engine wiring harness still, and they are saying that will fix the vehicle, but that is not a warranty item We replaced the TCM at our expense, but we cannot warranty the engine wiring harness we didnt change the wrong parts, we followed Chrysler's guidelines for repairing the condition for which it was brought in one repair was under warranty, one the customer was charged for, and one the dealership took care of for the customer The same problem exists, but we didnt change the wrong parts, we changed the parts according to what the vehicles computers were sending codes for We would be willing to help out with the pricing on the wiring harness replacement as a gesture to the customer, possibly credit some of the money already paid for the ABS module, but when the cars computer tells us and chrysler tells us to replace the PCM and then the ABS module, it is doing so because they are faulty If they werent, CHrysler corpwouldnt pay the warranty portion of the PCM They wouldn't trust the computer of the car if it frequently made mistakes The PCM, the ABS module and the TCM are all new on the car The engine wiring harness now needs to be replaced in addition per Chrysler Unfortunately that is not under warranty I understand trying to fix the car in steps may seem frustrating, but what would happen if we said it needs a PCM, an ABS module, a TCM, and an engine wiring harness and the cost is $3500, but in the end a PCM under warranty would have fixed it? Then we would be doing unnecessary work We are actually trying to not make it expensive, but in this instance the customer is thinking we are doing something wrong We are going by the process set by Fiat Chrysler to fix the issue.If the customer would like us to apply some of the money paid for the ABS module towards the engine wiring harness, have them contact me and we can try to save them some money and work out a solution We cannot fix it for free, and we cannot refund them for a part that they needed per Fiat Chrysler. Sincerely, *** ***Service Manager

[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.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 would like to have all original documents relating to  my vehicle returned to me as soon as possible. Thank you [redacted] I have reviewed the response made by the busTiness in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

we will remove his name and numbers from our system at once. Sincerely, Jacksonville Chrysler Jeep Dodge Ram

Good Afternoon, we will replace/repair the antenna to the vehicle even though we have no record of it being defective at time of purchase.  We would like to look at the bill for cross rails before agreeing to pay for them, as we have nothing in writing stating that we owe cross rails, but...

we do have a worksheet where it was discussed initially, but then we couldn't make it work as part of the deal, which took place over a year ago.  We have forms stating that the two years worth of oil changes, which come from Chrysler Corporation are for a certain mileage interval, and only for a certain number of total miles, which equates to 4 oil changes.  7,500 mile intervals based on driving 15,000 miles per year is 4 oil changes.  We cannot possibly know what exactly was said over a year ago, but our sales staff does know that if they don't explain things right they may be held responsible for their mistakes, so typically we do not have an issue where it is not clear that it is 4 oil changes.  Obviously if a customer came in every 3000 miles for an oil change and another customer came in every 7500 miles the cost to Chrysler Corp would be very different, so they make those intervals based on recommended service guides.  Jacksonville Chrysler Jeep Dodge will give the customer 4 additional free oil changes going forward, regardless of how long it takes the customer to use them.  Those will be good at Jacksonville Chrysler Jeep Dodge on the customers Jeep Cherokee.  Please forward the receipt for the Cross Rails and we will see what we can work out on those.  For the oil changes, customer can Contact Mark Gilt in Sales as well as to schedule an appointment to replace/repair the antenna. Sincerely, Jacksonville Chrysler Jeep Dodge

To Whom it May Concern, All the customer needs to do is come in and tell the service department or Alan their salesperson that they are here for a new key and it will be taken care of.  They can print this out and bring it as proof that they are owed a key.  We need the vehicle and...

the one key they have so that we can program both keys together.  I apologize for the members of the sales team that made this more difficult than it should have been.  If the customer has any other issues, they can always ask for me in the future, and I will make sure they are taken care of. SIncerely, [redacted]

We apologize for our employees lack of communication with with customer.  We have counseled our employee and our service manager has reached out to the customer to offer a complimentary front end inspection and a same day rental at the service departments expense.  We are awaiting word...

back from the customer.  If you have any other questions please feel free to contact [redacted], Service Manager at ###-###-####. Sincerely, [redacted]Jacksonville Chrysler Jeep Dodge Customer Relations