American Life & Accident Insurance Co. of Ky.

I was sorry to hear that Mrs [redacted] believes we damaged and removed parts from her van I did look into this matter and the other claims she mentioned to me by phone After her call and my subsequent investigation I did leave a message on the voicemail of [redacted] I did not receive a call backWe completed recalls and replaced a trim piece on her van during the service visit I have specific cloand clock-out times regarding these repairs as I have to supply these to Chrysler for reimbursement During the visit we had no reason to lift the vehicle or remove wheels and/or tires I would be happy to look at the damage she claimed happened during the visit and make a decision on our need to address As always, I’m happy to take responsibility for any issue we may cause However, I cannot take responsibility for previous damage or damage not caused by one of our employees.I can be reached at [redacted] Best regards, JasonJason H***General ManagerPearson Chrysler - Jeep - Dodge

Revdex.com spoke with the business regarding this complaintThe business has been on contact with the customer and the customer has applied for a claim approval through***This process takes anywhere from 2-business daysOnce the business has a response regarding this claim they will be able to move forward with resolving this issue with the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10401799, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** P.S. This matter can be closed but his recollection of the whole incident is incorrect. I have the voicemail that *** left me saying that my check was there and that if he didn't hear from me or I didn't pick it up that Friday, he was mailing. Over a week went by and he was out of the office AGAIN (not sure if this was true or not, had been lied to so many ***es and no phone calls were returned) The calls I did receive, I intentionally let go into voicemail so I had proof of what was being done/not being done. So, finally when *** was out again, *** was filling in and he was able to get the job done. I think Joseph Chevrolet just needs to know that *** may not be the best fit for the job! We will not be purchasing any vehicles from this dealer any longer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Per phone call: Issue was resolved
Regards,
*** ***

I'm sorry to hear that Mr*** had trouble with his *** cancellation refund. Our failure to handle promptly and communicate timely is dissapointing. I have had conversations with all involved to ensure this doesn't happen again in the future. It looks like this has now been
resolved and the check we sent has cleared our bank. Once again, I'm sorry for delay. If the issue isn't resolved fully or if there's anything else I can do to help, please don't hesistate to call me at ***Sincerely, JasonJason H***General ManagerPearson Chrysler - Jeep - Dodge

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
This issue has not been resolved. Outside of the complete lack of communication and the inconvenience there are two major issues. First is the issue of the rental car which per [redacted] headquarters is covered under my contract. [redacted] offer five days of compensation when the part needed to start the car took over a week just to get to the shop and took an additional two to three days to install. Second when my girlfriend came to pick up my truck and asked for assistance with correctly documenting the damage caused by the tow truck company she was rejected. Then when I spoke to [redacted] previously I asked him to take a picture of the damage which he said he would! Upon arriving to pick up the car no picture was taken instead I have the damaged wheel and rod that was placed into my truck to dispose of. I feel like because I triedto demonstrate patience and understanding with this process I was taken for granted.

Here’s the invoice he signed.  All 27pt inspections include a brake inspection. We measure the front brake pads and removed only the brakes drums  in order to measure the rear brake shoes.  The front brakes had 9mm remaining (new are 11mm) and the rear brakes had 1mm remaining (new...

are approximately 5-6mm).  Customer was quoted $194.95+tx to replace the rear brakes shoes and resurface the drums. Customer told the service advisor that he would take care of that work himself.  Customer called approximately 3-4 days later and stated  “I took my vehicle to my mechanic and he told me that when the dealership inspected the rear brakes, they removed a spring and reinstalled it incorrectly”.  I advised the customer that only the brake drums and not the springs are removed for inspection.

First of all, let me apologize for what has been perceived as an unnecessary repair.  It is never our intention to recommend work that isn’t needed and I am disappointed that we made a customer feel uncomfortable about servicing with Pearson Chrysler – Jeep – Dodge.  I will be happy to...

refund Mr. [redacted]’s money back for the wipers and labor.  I hope this resolves this issue and reinforces the customer’s belief in our customer service.  I will have my service and parts director call to find the best way to handle the refund.  If there is anything else Mr. [redacted] would like to discuss, I can be reached at 804-965-0300.Sincerely,Jason[redacted]General ManagerPearson Chrysler - Jeep - Dodge804-965-0300

Let me start by apologizing for the lack of comunication on our part and the inconvenience of being without your vehicle during the repair.  At this point I believe we have reached a resolution with Mr. [redacted] with regards to this issue.  This communication was handled by phone...

between Mr. [redacted] and [redacted] our service director.  Since we had this conversation before hearing from the Revdex.com a follow-up call was made to verify we didn't misinterpret the arrangements made.  We asked for a return call if there was still any issues and we didn't hear back from the customer.  If there is still unresolved differences I would be happy to address them personally -- please let me know.Best regards,[redacted]
[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
After submitting my complaint, I received the check in the mail. Please list complaint as being resolved.
Regards,
[redacted]

I apologize for the promotional material that’s being delivered to Mr. [redacted].  Our company uses a third party vendor to handle direct mail that uses 2 sources for the mailing list.  The first source is our database of which we have control over; it includes our prospects, sales...

and service customers.  The second source which we have less personal control over is provided by the third party vendor and consists of what they consider in market prospects.  Mr. [redacted]’s name has been removed from our database and I have also notified the vendor to remove his name from their list.  The direct mail pieces we send do include opt out instructions so that customers can choose not to receive mail.  Once again, I am sorry for the inconvenience and I hope the actions we’ve taken alleviates the issue.Sincerely,[redacted]General ManagerPearson Chrysler - Jeep - Dodge

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

I was sorry to hear that Mrs. [redacted] believes we damaged and removed parts from her van.  I did look into this matter and the other claims she mentioned to me by phone.  After her call and my subsequent investigation I did leave a message on the voicemail of [redacted]. I did not...

receive a call back. We completed 2 recalls and replaced a trim piece on her van during the service visit.  I have specific clock-in and clock-out times regarding these repairs as I have to supply these to Chrysler for reimbursement.  During the visit we had no reason to lift the vehicle or remove wheels and/or tires.  I would be happy to look at the damage she claimed happened during the visit and make a decision on our need to address.  As always, I’m happy to take responsibility for any issue we may cause.  However, I cannot take responsibility for previous damage or damage not caused by one of our employees.I can be reached at [redacted]. Best regards, JasonJason H[redacted]General ManagerPearson Chrysler - Jeep - Dodge

[redacted]’s check was generated on 1/8/15.  I left her a message that day as she had requested so that she could pick up her check. She was called with no answer at her number on 1/13/15 and 1/16/15, so messages were left. On 1/16/15 I left her the message that if she did not return the call,...

the check would be sent to the office to be mailed to her. The check cleared our bank on 1/22/15. [redacted]Service Mgr

I'm sorry to hear about the issue you're having with your vehicle.  We would be happy to diagnose the issue at no charge and find a suitable solution.  Please call our Service and Parts Director, [redacted] to set an appointment.
If there is anything else I...

can do to help, please call me at [redacted]
Best regards,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Customer was contacted directly