Mr & Mrs *** brought their Dodge Journey w/miles to Kahlo on 1/15/15, via *** Chevy Customer had complaint of wipers inop, heated seat issues, and various other lights on in the instrument cluster (ro# 261360)Vehicle was promptly diagnosed as need an instrument cluster
Customer was advised and approved repairCluster was placed on order from supplierInstrument cluster took days to getOnce cluster arrived it was promptly installed and tested goodCustomer picked vehicle up 1/
Vehicle returned to Kahlo (via ***) 2/4/w/milesCustomer again having electrical concerns similar to first visitVehicle was promptly brought into shop and diagnosed as having a defective instrument clusterCustomer was advised that there would be no cost this time due to part still be under warrantyCluster was ordered and again took several days to get from the supplierAs soon as part arrived vehicle was repaired and customer contacted and advised it was completeRepairs completed and no charge to customer
On Friday 2/5:pm Mrs *** contacted the service dept @ Kahlo and advised they had a noise in the vehicle that was not there before the cluster repairCustomer asked to bring it in right awayCustomer was then made aware that the dealer closes at 6:00pm, but would stay until customer could come buy so that service manager could hear the noise with customer Customer then advised they would be at the dealer before they closedCustomer arrived and approx 6:pm 2/Service manager went on test ride with customerIt was then determined that noise was coming from the brake system on vehicleService manager then asked if they could have the car next day to do some further diag at no cost to customerCustomer then advised they couldn't bring it until Monday 2/Serivce manager advised them to bring vehicle in at their earliest availabilityVehicle was brought in on Tuesday 2/and promptly entered in to the shopAll wheels where removed and brakes inspectedUpon inspection it was found that the rear brake pad, rear brake rotors, and both caliper bracket assembles where neededBracket assemblies needed because the slide mechanism of the bracket was rusted and seized upDuring the repair it was then determined that there was also a brake caliperThe pistons inside calipers would not stay extended far enough against the brake pad and rotorCustomer was contacted and advised of findingsCustomer stated that they only had $to spend on the entire repairThe complete estimate for the repair was approx $Service manager was made aware of the money issue and got involved to help customer make a complete repair with the amount of money the customer could spend at this timeService manager & Parts manager teamed up and was able to get the whole job completed for $After an interior electronic instrument cluster repair, customer had an exterior suspension/drivetrain noise that Kahlo addressed as quickly and as cost effectively as possible for the customer
Thank you
Jason D*** Kahlo CJDR
On February 4th 2015 [redacted] purchased a 2008 Jeep Grand Cherokee. He purchased the vehicle on an AS-IS basis but purchased an extended warranty. He notified the safes person on the 6th that his vehicle wouldn't start and didn't know what was wrong with it. Mr. [redacted] replaced the battery...
thinking that would fix his problem which it did not. He asked his salesperson what we were going to do about it since he just bought it and it wouldn't start. We informed him someone from service would contact him to dispatch a tow truck and provide him with a loaner vehicle to drive. Kahio provided this service as well as a new starter at no charge as an act of goodwill, Mr. [redacted] asked us about the speakers not working when he was picking up his loaner and dropping off his car and we informed him we could look at them but there would be a charge to do so. He declined that work to be done. [redacted] also informed the salesperson he wanted to keep the speakers out of his trade in to put in his new car, which we were fine with. [redacted] picked up the Jeep Monday and came back Monday evening. [redacted] informed me the cruise control was not working and the speakers still didn't work. I told him I would look at them both and find out what was wrong and we would go from there on who would pay for the repair. He said he needed a few items out of his car and asked me to unlock his car for him to do so. I gave the key to the service manager and [redacted] left in his loaner car. Our lot attendants check our entire lot to make sure all cars are locked, including service cars, and we left for the evening around 8:30 pm. Tuesday morning I arrived to see the Police on our lot and several cars (8) with the windows broken, one of which is Mr. [redacted]'s. After reviewing the video footage we see our loaner car we gave [redacted] pull in at 2:21 am and as several windows are broken we see the loaner pull up next to Mr. [redacted]'s Jeep and then his Jeep drive away for about 10 minutes. We were told by the Police a car dealer down the street also experienced the same type of vandalism. Once the Jeep returned we noticed a car pull in and immediately back out and our loaner car speed away. We also discovered the keys to [redacted]'s Jeep in the ignition and we had his keys locked up inside the dealership. We called [redacted] to inform him of the situation and the vandalism and his first words to our service manager was "is it damaged enough that I don't want it back? When [redacted] arrived in our loaner he had a cigarette in his mouth smoking in our car. He was not very cordial upon entering the dealership. Our car was inspected, the keys were in the Ignition as well and [redacted] was given his keys back and asked to leave. Our policy for damage or theft and such is no different than if you had damage in Walmart's parking lot. Mr. [redacted] needs to call his insurance company to report his claim for damage. Being his vehicle was purchased AS-IS and he has an extended warranty he can take his business elsewhere as we don't wish to service his needs, Our repair order reads as follows:
I hereby authorize the repair work herein set forth to be done along with the necessary material and agree that you are not responsible for loss or damage to vehicle or articles left in vehicle In case of fire, theft, or any other cause beyond your control or for any delays caused by the unavailability of parts or delays In parts shipments by the supplier or transporter. I hereby grant you and/or your employees permission to operate the vehicle herein described on streets, highways or elsewhere for the purpose of testing and/or inspection. An express mechanic's lien is hereby acknowledged on the vehicle to secure the amount of repairs thereto.
[redacted]
Sales Manager
Mr & Mrs *** brought their Dodge Journey w/miles to Kahlo on 1/15/15, via *** Chevy Customer had complaint of wipers inop, heated seat issues, and various other lights on in the instrument cluster (ro# 261360)Vehicle was promptly diagnosed as need an instrument cluster
Customer was advised and approved repairCluster was placed on order from supplierInstrument cluster took days to getOnce cluster arrived it was promptly installed and tested goodCustomer picked vehicle up 1/
Vehicle returned to Kahlo (via ***) 2/4/w/milesCustomer again having electrical concerns similar to first visitVehicle was promptly brought into shop and diagnosed as having a defective instrument clusterCustomer was advised that there would be no cost this time due to part still be under warrantyCluster was ordered and again took several days to get from the supplierAs soon as part arrived vehicle was repaired and customer contacted and advised it was completeRepairs completed and no charge to customer
On Friday 2/5:pm Mrs *** contacted the service dept @ Kahlo and advised they had a noise in the vehicle that was not there before the cluster repairCustomer asked to bring it in right awayCustomer was then made aware that the dealer closes at 6:00pm, but would stay until customer could come buy so that service manager could hear the noise with customer Customer then advised they would be at the dealer before they closedCustomer arrived and approx 6:pm 2/Service manager went on test ride with customerIt was then determined that noise was coming from the brake system on vehicleService manager then asked if they could have the car next day to do some further diag at no cost to customerCustomer then advised they couldn't bring it until Monday 2/Serivce manager advised them to bring vehicle in at their earliest availabilityVehicle was brought in on Tuesday 2/and promptly entered in to the shopAll wheels where removed and brakes inspectedUpon inspection it was found that the rear brake pad, rear brake rotors, and both caliper bracket assembles where neededBracket assemblies needed because the slide mechanism of the bracket was rusted and seized upDuring the repair it was then determined that there was also a brake caliperThe pistons inside calipers would not stay extended far enough against the brake pad and rotorCustomer was contacted and advised of findingsCustomer stated that they only had $to spend on the entire repairThe complete estimate for the repair was approx $Service manager was made aware of the money issue and got involved to help customer make a complete repair with the amount of money the customer could spend at this timeService manager & Parts manager teamed up and was able to get the whole job completed for $After an interior electronic instrument cluster repair, customer had an exterior suspension/drivetrain noise that Kahlo addressed as quickly and as cost effectively as possible for the customer
Thank you
Jason D*** Kahlo CJDR
On February 4th 2015 [redacted] purchased a 2008 Jeep Grand Cherokee. He purchased the vehicle on an AS-IS basis but purchased an extended warranty. He notified the safes person on the 6th that his vehicle wouldn't start and didn't know what was wrong with it. Mr. [redacted] replaced the battery...
thinking that would fix his problem which it did not. He asked his salesperson what we were going to do about it since he just bought it and it wouldn't start. We informed him someone from service would contact him to dispatch a tow truck and provide him with a loaner vehicle to drive. Kahio provided this service as well as a new starter at no charge as an act of goodwill, Mr. [redacted] asked us about the speakers not working when he was picking up his loaner and dropping off his car and we informed him we could look at them but there would be a charge to do so. He declined that work to be done. [redacted] also informed the salesperson he wanted to keep the speakers out of his trade in to put in his new car, which we were fine with. [redacted] picked up the Jeep Monday and came back Monday evening. [redacted] informed me the cruise control was not working and the speakers still didn't work. I told him I would look at them both and find out what was wrong and we would go from there on who would pay for the repair. He said he needed a few items out of his car and asked me to unlock his car for him to do so. I gave the key to the service manager and [redacted] left in his loaner car. Our lot attendants check our entire lot to make sure all cars are locked, including service cars, and we left for the evening around 8:30 pm. Tuesday morning I arrived to see the Police on our lot and several cars (8) with the windows broken, one of which is Mr. [redacted]'s. After reviewing the video footage we see our loaner car we gave [redacted] pull in at 2:21 am and as several windows are broken we see the loaner pull up next to Mr. [redacted]'s Jeep and then his Jeep drive away for about 10 minutes. We were told by the Police a car dealer down the street also experienced the same type of vandalism. Once the Jeep returned we noticed a car pull in and immediately back out and our loaner car speed away. We also discovered the keys to [redacted]'s Jeep in the ignition and we had his keys locked up inside the dealership. We called [redacted] to inform him of the situation and the vandalism and his first words to our service manager was "is it damaged enough that I don't want it back? When [redacted] arrived in our loaner he had a cigarette in his mouth smoking in our car. He was not very cordial upon entering the dealership. Our car was inspected, the keys were in the Ignition as well and [redacted] was given his keys back and asked to leave. Our policy for damage or theft and such is no different than if you had damage in Walmart's parking lot. Mr. [redacted] needs to call his insurance company to report his claim for damage. Being his vehicle was purchased AS-IS and he has an extended warranty he can take his business elsewhere as we don't wish to service his needs, Our repair order reads as follows:
I hereby authorize the repair work herein set forth to be done along with the necessary material and agree that you are not responsible for loss or damage to vehicle or articles left in vehicle In case of fire, theft, or any other cause beyond your control or for any delays caused by the unavailability of parts or delays In parts shipments by the supplier or transporter. I hereby grant you and/or your employees permission to operate the vehicle herein described on streets, highways or elsewhere for the purpose of testing and/or inspection. An express mechanic's lien is hereby acknowledged on the vehicle to secure the amount of repairs thereto.
[redacted]
Sales Manager