All American Exteriors, Inc.

Customer Purchased a vehicle.  That vehicle had power seat listed as an option from the manufacturer.  Power seat was not equipped or not equipped properly.  FCA Chrysler gave dealership service department steps to complete very complicated process of fixing this issue.  FCA sent...

wrong parts at one point and dealership was unable to fix on first attempt with correct part.  Due to customer being unhappy, FCA Chrysler Representative offered customer over $2000.00 to cover one month's payment and to attempt to accomodate customer for the inability to fix the issue.  Customer declined that option.  Dealership and FCA continued to attempt to rectify the issue, and the issue has been resolved, power seat works.  Customer was notified and has yet to pick up her truck.  Customer has, according to her email to the dealership, contacted an attorney.  Customer is in a rental that FCA was paying for, but FCA says that since vehicle is repaired, they will no longer pay for rental vehicle.  If customer wants to give back one vehicle and get a brand new one in exchange, she would need to work with the manufacture on that issue.  if you have any other questions please feel free to contact me at ###-###-#### Sincerely, [redacted]Jacksonville Chrysler Jeep Dodge

To whom It May Concern, The dealership's finance manager Troy [redacted] reached out to offer to cancel the maintenance products that the customer bought on the 2 vehicles that were purchased.  We then had a sales manager named [redacted] Kikic call to follow up and explain he could cancel items he...

purchased in the finance office if he wanted to, and [redacted] has not heard back from the customer.  The customer can absolutely cancel the products he purchased and then reduce his amount financed on each vehicle if he wants to do that.  All he would need to do is let [redacted] know that is what he would like to do, and those items would be refunded.  [redacted] can be reached at ###-###-####.  He could also ask to speak to [redacted]'s boss if he wished. Sincerely, Jacksonville Chrysler Jeep Dodge

To Whom It May Concern, Mrs. [redacted]'s Vehicle is back with us and the corrections are being made.  The interior trim is being repaired, and the headliner is as well. We are sorry for the inconvenience and sorry that our quality control process didn't work properly in this instance....

 If Mrs. [redacted] has any questions or concerns she can contact [redacted] in the BodyShop or [redacted] at ###-###-#### EXT [redacted]or assistance.  [redacted] is the Customer Service Manager. Respectfully, Jacksonville Chrysler Jeep Dodge

To Whom It May Concern, we would like to get some more information on this complaint.  We have a purchase date of 3/29 not 4/2, and we show that we specifically went and got a vehicle from another dealer.  We have a bunch of paperwork, including a list of all the equipment and options...

of the vehicle signed off by the customer saying this is the vehicle that they are looking for.  We have asked the managers involved in the sale of the vehicle when the customer came back in, and what the conversations were at the time, and the managers involved in the original deal do not know anything about us having the wrong vehicle.  Can the customer please tell the Revdex.com who they spoke with when they wanted to return the vehicle?  Although we dont have a return policy, if someone wanted to exchange vehicles from a recent purchase we have an exchange policy.  Was that option not offered to the customer?  We would like to see if there is a way to resolve this complaint, we just need a little more information. Sincerely, Jacksonville Chrysler Jeep Dodge

To Whom It May Concern, Mr. [redacted] came into the dealership on Saturday and purchased a van.  The customer signed all paperwork to purchase a van, including a retail installment contract.  The customer was going to go home and get his money together and come back and pay for the van...

in full.  Customer came in on Sunday the 13th and said he did not want to buy the van.  It is true that we do not have a return policy.  We do in most instances offer an exchange policy, however the customer only wanted to cancel the deal altogether. He spoke with the General Sales Manager on Monday and was told we do not have a return policy and that he could not just cancel the deal.  The dealership attempted to contact the customer via telephone later, but was unsuccessful.  Shawn was calling to let the customer know that we were going to allow him to undo his purchase and that we would not be sending any contracts to a financial institution.  While we do not tear up documents, we will consider this deal undone.  The customer is released from the purchase of the Chrysler van.  If you have any further questions, please feel free to contact me. Sincerely, [redacted]Jacksonville CJD###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Mr [redacted] unfortunately you are the one that doesn't understand. Your dealership has replicated this noise and in the written notes say,"We were able to replicate the customers complaint but after inspection of the seat we are unable to diagnose the problem, thus no repairs are needed."  I understanding for Dodge's process very well  unfortunately. My last eight new cars have been purchased at your dealership $250,000 worth. So your attempts to make me seem unaware or uneducated is insulating. I will never buy another car from you and will take you and Dodge up on your offer to do business with a dealership that wants my business before and after the sale. Four times to not fix the problem is more than generous on my part. Everything I say can be supported by written documents by your dealership so I invite you [redacted] to look back at Erin and my patronage of your establishment over the past decade. Please keep your 70.00 check. My complaint was not about the money, it was leaving my tank so empty that the warning light was on and I almost didn't make it to the gas station two miles away from the dealership. 
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 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]

To Whom It May Concern, Customer came in with a check engine light on.  The tool we use to read codes on the vehicle said that the vehicle needed a catalytic converter.  The check engine light was not on for a misfire code, which is the Chrysler guideline for replacing the left...

cylinder head.  If that code/misfire does not show, then we cannot, as a Chrysler Dealership, do that work under warranty.  Those are the rules the manufacturer sets forth for us to follow.  The rules and policies they create tell us what we can and cannot replace or repair under warranty.  It came in for a ticking noise and the customer also stated the vehicle was smoking.   The ticking noise was the lifters and rockers.  You can hear it, and you do not replace one lifter, you replace them all.  It would not be cost effective for the customer to hear the noise, then attempt to spend the time diagnosing exactly which lifter was making the noise.  If one has gone bad, at $3.60 per lifter, it is less expensive than essentially guessing which one is bad.  That could cost more time and money.  The smoking was diagnosed as coming from the oil leaks the vehicle had at the time it was dropped off.  Valve covers, timing cover, and PCV valve were all leaking oil.  This causes the smoking the customer is seeing.  The switch that the customer is referring to is a recall item.  We did put the wrong color switch on, as they come in 2 different colors.  It is the same exact part, just a different color.  That mistake the technician made has been corrected according to our records.  Had the left cylinder head been a problem, one valve cover gasket would have been covered, but not the labor or parts for the other side, the timing gasket would have been covered, the intake gaskets would have been covered, and the cost of sealant would have been covered.  But for it to be covered, the check engine light has to send the proper misfire code.  The car has bad lifters, but doesnt have a bad cylinder head, according to Chrysler's scan tool and the service bulletin that Chrysler has put out on that particular problem.  The bulletin/extension of the warranty on the cylinder head is actually not about failing valve seals, it is about the valves failing themselves.  In this instance, the seal isnt the failing part that is covered, the valve itself has to fail to be covered, per Chrysler.  A Chrysler dealership, or any dealership for that matter that deals with warranty work backed by the manufacturer of the vehicle has to follow that manaufacturer's guidelines.  If they do not, the manufacturer will not pay for the repair.  If a customer disagrees with a diagnosis or a denial of warranty work they can call the manufacturer and ask for assistance. IF the manufacturer tells us to fix the issue, regardless of what the guidelines are after speaking with a customer, then we would fix it.  We follow what they tell us to do in regards to warranty work.  We do not deny warranty work.  If it is covered by the manufacturer and it is within their guidelines, we do the work.  It is one of the ways we make money as a dealership.  But we cannot, as a dealership, sell warranty work by telling the factory something qualifies when it does not qualify.  We abide by the warranty guidelines and the policies the manufacturer sets out.  If the customer wants to speak more in depth with the technician, he is more than welcome to do that.  Let us know what a good day and time is, and we will set that up.  The customer cannot convince the technician to do the work though, as the technician is simply following a set of guidelines and procedures set forth by the manufacturer.  The manufacturer can, if they want, agree to go outside their own guidelines if they so choose.  If the customer wants us to check the vehicle again (re scan it) to see if there are new/different codes, we can do that as well.  But if the customer wants us to cover something that is not covered, we cannot do that.  If he wants to call Chrysler again and speak to someone else, he can do that as well.  If he convinces Chrysler to cover it, all they have to do is notify us and he can have it fixed here, or any Chrysler dealer, once it is approved by Chrysler.   Sincerely, Jacksonville Chrysler Jeep Dodge Customer Relations

To Whom It May Concern, Al Palmer, our Service Advisor, didn't diagnose her vehicle, a technician did.  The technician install parts, the parts didn't fix the issue, and the dealership took the parts off, and removed all charges.  No labor was charged, no diagnostic fee was charged,...

and no parts were charged, because we have refunded all the money to her Credit Card as of this morning.  Al explained what was needed to repair the vehicle after the technician realized what the issue was after initial parts didnt fix the issue.  The customer declined the repair.  If we had not refunded the customer already, perhaps there would be a different solution, but it appears since no money was charged ultimately, we can offer to repair the rear hatch based on the correct diagnosis, or the customer can elect to not have the repair done, as she has so far.  We apologize that our technician mis-diagnosed the issue the first time, as we never want to mis-diagnose a vehicle, but we did refund all of the charges. If you need any further information please feel free to contact me or our Service Manager, [redacted]
* Thank you, [redacted]
[redacted]

To Whom It May Concern, Customer had an A/C compressor failure in 2015, not this visit.  On this particular visit, in January of 2017, the A/C condenser, the evaporator core, and the blend door housing were defective.  Initial diagnoses revealed the condenser and evaporator core...

leaking.  Customer authorized repairs.  Condenser was replace, Dash was removed to replace evaporator core.  When the dash was removed, the technician found an additional failure, which was the Blend Door that was broken.  This is the reason the customer was contacted for additional investment.  A wiring harness was required then due to updated component, the original part no longer being available.  No additional labor was charge, the only charge was for the part.  Additional repairs cost $1,258.46 which is the blend door and the wiring harness.  Customer authorized those repairs as well and the repairs were completed.  We are sorry that our representative did not communicate these things more effectively.  Certainly that is our job.  The two repairs, one from 2015 and one from 2017 are not the same repair though.  We would like to offer Mr. Anderson a credit at the Service Department for $250.00 that he can use on any type of maintenance or service we provide.  We will also speak with our representative to attempt to discover how there was a miscommunication and to try to train them so we do not have a miscommunication in the future.Sincerely, [redacted]Service Manager

To Whom It May Concern, If Mr. [redacted] could email me at [redacted] I would love to discuss the issue and get the Chrysler Representative involved and see what can be done.  I understand his frustration, and I will relay that to the Representative of the Manufacturer.  I agree...

with Mr. Johnson, our employees should certainly do more than just say it is a common problem and we know how to fix it if he wants to pay for us to do it.  Although Chrysler may not fix it under warranty because his vehicle is out of warranty, that doesn't mean there is nothing they can do, and it is at least worth having a discussion with them about it.  We should have that discussion, not ask Mr. [redacted] to have it.  That isn't very good customer service.  I do know of other Ram's that have an issue with a back window leak, and I believe Mr. [redacted] when he says there are multiple reports of the issue online.  I would guess that perhaps percentage wise, the amount of issues vs the amount of Trucks built is not high enough to have a recall on it, although I am not sure.  I will ask the Rep about that as well.  Once Mr. [redacted] and I get connected, I will update you as to what progress we make, if that is acceptable to the Revdex.com. Sincerely, [redacted]Jacksonville Chrysler Jeep Dodge

To Whom It May Concern, We apologize to Mr. [redacted] for any miscommunications.  I have enclosed both inspection sheets from his two recent visits.  On 12/09 at 34,608 miles the technician noted abnormal wear on the tires and a problem developing with the front two tires.  He...

recommended a tire rotation and balance, or a replacement of the two front tires.  The customer declined both options.  Customer returned on 1/23 with 1581 more miles on his vehicle and a tire rotation was suggested at that time.  That technician felt the rotation would most likely take care of the problem, therefore he did not suggest replacing the tires. The first technician felt a tire rotation may help, but perhaps would still require 2 new tires, so he suggested a rotation at least, or 2 new front tires.  The two technicians measurements are within 1 mm of one another.  That is a discrepancy, but depending on where exactly on the tire you take the measurement, you can have small discrepancies.  The vehicle history at our store has a tire rotation at 10k miles, and another at 24k miles.  Typical tire rotations are every 5k miles.  There is a note in the system about the 4 free oil changes, so we went over with the advisor to make sure they checked the notes so this does not occur in the future with Mr. [redacted], or another other customer.  The tires are within range as far as tread depth, but both technicians recommended a tire rotation, with the previous technician just feeling that replacement would be the way to guarantee fixing the issue, whereas a tire rotation may help correct the problem, but potentially may not.  The tire measurements were never below the depth range.  It sounds like there was a communication error, and I am sorry that Mr. [redacted] feels someone was lying to him.  I do not believe that is the case either time.  One technician has one opinion, and made a suggestion based off of that, and another technician has a different opinion, but both recommended a tire rotation.  If Mr. [redacted] would like to continue to service his vehicle at our location, his free oil changes are listed in our system.  He can also ask to speak to myself or [redacted] when he comes in for future services and we will do our best to make sure there is better communication going forward. Sincerely, [redacted]Service ManagerJacksonville CJDR

[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 is satisfactory to me. 
Regards,
[redacted]

I do not know who the customer spoke to at the dealership, but I will do my best to look up the records in service and teach that individual to come ask more questions of managment in these types of situations.  The customer will have 4 free oil changes showing in our computer system tomorrow...

morning and they will be good at this store until they are used by the customer.  If the customer needs something in writing, besides this letter to the Revdex.com please let me know.  I apologize that our employees did not do the right thing and honor the agreement that was made at the time of purchase. sincerely, [redacted]Jacksonville Chrysler Jeep Dodge

To Whom It May Concern, Sales Manager [redacted] is in the process of contacting the Credit Bureau to have these inquries removed.  We apologize for any inconvenience.   If you have any questions, please direct them to [redacted] at ###-###-####. Sincerely, Jacksonville...

Chrysler Jeep Dodge Ram

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: im a master of science in automobile engineering by Mercedes Benz in Germany and btu Cottbus and also have my own automobile Service shop in Jacksonville. [redacted]. I've replaced said valve covers and a new pcv valve was installe prior the checkup at the dealership. I've told the service adviser before about my problems and showed videos and pictures about it. I was very specific about valve guides and leaking stem seals and about the failing catalytic converter on bank 2 what is a sign of excessive oil burning. Excessive blue  smoking out of the exhaust are not caused by leaking valve cover nor by a newly replaced pcv valve and said oil on the side of the timing cover and parts of the oil pan should be visible seeen as old dirty black oil and not fresh leaking as the car also had done fresh oil changes. If showed pictures about the failing valve guides that are loose and creating a slight scratching ticking  noise from bank 2. As I went back to talk with the technicians and pointed out the video he said there was no check engine light and he don't know about a check engine light even service adviser noted that on the pre inspection. I have told him that check engine light is for  catalytic converter bank 2 and I got quot d 1500$ to replace booth bank 1 and 2. Technician did not answer my questions and walked away. I've tried to claim warranty trough my shop but as Chrysler talked with the technician they said all the parts are not related to the cylinder head they are related to the oil pan and I got my warranty claim denied. I've paid 147 dollars for innacruate diagnosis. I've also got quoted for my engine cover that was sitting in the trunk and not even related to the issue at hand. Dealership constantly denied the smoking problem to failed valve stem seals and loose valve guides. Warranty paper description shows exactly this kind of probelems that valve guides and stem seals fail. They also install the wrong switch even I gave them the right papers with the right part numbers and instructions and had to come back twice for a 10 minutes job they failed to do the first time. It just shows the incompetence of the technician. On phone calls service advisers and technician constantly insisted that there was at first no check engine light but didn't responded why service adviser noted it on the pre inspection paper and invoice show no signs of check engine light diagnosis. Check engine light stayed all the time on with prior code for misfire bank 2 cylinder 2. They can talk all this to people that have no clue about cars but not to a guy that went 8 years apprentice in Germany plus bachelor and masters degree In automobile engineering and jet propulsion. 
Regards,
[redacted]

A check has been cut and mailed to the customer as of 7-22-2015.  We apologize for the delay as we have had a change in manager in the service department.Sincerely,Jacksonville CJDR

Mr. [redacted],I am very sorry to hear Mr. [redacted] has rejected the offer to bring the vehicle in so we can see what we can do.  It is not an attempt to not do the work, it is an attempt to diagnose the issue.  In his first writing to the Revdex.com he said we could not replicate what was causing the noise.  In order to do warranty work for the Manufacturer, they (the Manufacturer) stipulates that we diagnose the problem.  That is how they ensure that the work being done is actually a covered repair under the customer's warranty from the Manufacturer.  I also am sorry that Mr. [redacted] feels that by me acknowledging his options to have the vehicle repaired at any Chrysler Jeep Or Dodge dealership I was  attempting to "pass the buck".  My intention was to inform him that if he did not want to deal with us, or if the drive here was inconvenient to him, he could bring it to any dealer that was convenient to him.  After all, he seems to feel in his initial complaint, and certainly states in his rejection to my response that this dealership is not trying to help.  I apologize for the lack of communication from our staff.  I am sure if they did a better job communicating to Mr. [redacted], he would be able to understand the process and he would also understand no one was joy riding in his vehicle.  They were attempting to diagnose it so they could get it covered by the manufacturer's warranty.   I will speak to the staff and make sure they do a better job communicating the warranty process to our customers going forward.   In addition, if Mr. [redacted] would like a check for $70 dollars to fill his gas tank, I would be more than happy to send it to him, whether he intends to bring his vehicle here in the future or not.  I have never heard from him about us using his gas and not replacing it, but it is certainly not anyone's intention to use up his gas joy riding in his vehicle.  If he would like to still have us attempt to repair his seat, he is still more than welcome to bring the vehicle in to us. We will provide him with a rental vehicle while his vehicle is in our shop.Sincerely,[redacted]Jacksonville Chrysler Jeep Dodge

customers info has been removed from our system.  We, at the dealership level, will be unable to call the customer going forward as there will be no contact information in our computer system.   sincerely, Jacksonville Chrysler Jeep Dodge