B & D Electric Company

After reviewing this complaint, the management team at Joe Cecconis Chrysler Complex is in agreement that we have not done enough to satisfy this customer's concerns. We have contacted the customer directly and are currently working with him to attempt to ensure that he is satisfied with his...

transaction. We will provide additional information as we have it.Thank you, please call [redacted], General Manager at Joe Cecconis Chrysler Complex at [redacted] with any questions or concerns.

In response to this concern, we have reached out to the customer by telephone and have not heard back as of this time. We apologize if there was any confusion as to the repair performed. Our service advisor spoke to the customer prior to the installation of the bracket and advised him that the...

dealership did not want to remove bolts (picture #2016_0608001.jpeg) due to the possibility of causing additional damage to the pump due to existing rust and wear (clearly visible in photo). If this was not clearly communicated to the customer, we do apologize, and we would like to offer the customer a credit in our service department towards future work for the entire cost of the repair of $113.4.Please contact store management at [redacted] with any questions, or to allow us to credit the account.Thank youMike [redacted]General ManagerJoe Cecconis Chrysler Complex

With apologies for any miscommunication on our part, we had offered to reimburse the customer $220 for work that they had previously performed at another shop. As far as the $400 mentioned in the complaint, we are unfortunately unsure how that misunderstanding took place. Due to the confusion, we...

would certainly be willing to extend an offer of $400 in credit at the dealership towards any sales service or parts expense in addition to the check that our management team had previously offered. We strive to leave every customer satisfied that we have worked with them to resolve any concerns that arise. Please feel free to contact either the store manager, Mike, or the service director Shawn, and we'll be happy to resolve this situation with the customer.Thank you,Mike J[redacted]General ManagerJoe Cecconis Chrysler Complex###-###-####

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below."Our service advisor spoke to the customer prior to the installation of the bracket and advised him that the dealership did not want to remove bolts (picture #2016_0608001.jpeg) due to the possibility of causing additional damage to the pump due to existing rust and wear (clearly visible in photo). If this was not clearly communicated to the customer, we do apologize, and we would like to offer the customer a credit in our service department towards future work for the entire cost of the repair of $113.4."Above is a lie, on 6/4/16 when I went to pick up the car , I was told it is not ready as they are waiting for penetrating oil to make rusted bolts lose, so I picked up on 6/5/16. There was no mention that the pump and it's filter are not mounted on the bracket(which is the sole purpose of having a bracket there) and hanging lose by their hoses ( and the cable ties that I put there to prevent them from falling on the road because the old bracket had gone). The photos clearly show that the install was lousy and unacceptable, I found it because there was also a hose was left unconnected and the engine warn yellow light was on and did not disappear after a hard reset( battery lead off then on), so I had to open up the area as with the bracket on the car, hoses can not be seen, and then to my amazement I discovered the clumsy unacceptable install. as for the rusted parts my photo #2016_0608005.jpeg show how easy it came off LDP filter and my photo #2016_0608006.jpeg show how easily I bolted it to the bracket that is designed to hold it and release it from dangling there by cable ties. This dealership in addition of performing clumsy unacceptable repair, shown the audacity to lie about it too and as such I would never go near them with a ten foot pole, but I would follow up this case in small claims court and get my money back.Regards,[redacted]

We understand the frustration when any mechanical concern requires multiple attempts to complete the repair. In this case, we proceeded with a dye test in order to determine the source of any possible oil leak. After performing additional diagnosis, we believe we have isolated and corrected the...

source of the concern, and that the vehicle is repaired at this time. If there are further problems or concerns with the vehicle, please contact store management at [redacted].Thank you,Mike J[redacted]General ManagerJoe Cecconis Chrysler Complex

The customer met with the store General Manager and Service Director to discuss her concerns with her vehicle. We reviewed her vehicle together, and it appears that all of the concerns on her Ram did pass New York State Inspection. However, due to her concern with a  clunking noise, Joe...

Cecconis Chrysler Complex did agree to reimburse her $439, which represents the entirety of her bill which could have possibly have been related to the noise she experienced. The customer has expressed that she is satisfied with the offer. If there are any additional concerns, please contact [redacted] at Joe Cecconis Chrysler Complex.Thank you,[redacted]General ManagerJoe Cecconis Chrysler Complex

As of now the truck is running ok but I'm sure its still going to be a on going issue And after what happened on Saturday I'm just fed up with the dealership I'm still in the process of trying to get a vehicle replacement under the lemon law.

Regarding this customers concern, to our knowledge no one at this dealership has asked the customer to pay any additional money for this vehicle than they agreed to, nor are we aware of a 'spot delivery scam.' We are aware that there was a paperwork error totalling a difference of $5, which the...

dealership is more than happy to pay. Store management has been in communication with the customer in order to resolve their concerns, and have asked them to bring the vehicle to the dealership so that we can review the shaking that they are experiencing. Please feel free to call Mike [redacted], store manager at [redacted] with any additional questions or concerns.Thank you

We have attempted to respond promptly to this customer's concern with the information that we have available (all employees impacted have not been at the dealership since we received his complaint.) We have also attempted to call this customer three times to discuss their concern prior to responding officially through the Revdex.com site, and have not been able to speak with them. If the customer is not satisfied with a 100% service credit towards future work, store management will be happy to discuss any further resolution either by telephone or in person. Dealership practice is to work fully with each customer to resolve any concerns to the best of our ability. Often, resolving concerns can be fairly straightforward when two way communication takes place. If there has been either a misunderstanding of what took place, or poor communication, we again apologize, but absolutely reject any accusation that we have not been forthright in our response using the most accurate information we have at this time. We would encourage the customer in this case to reach out to Mike [redacted] at [redacted] or Shawn [redacted] at [redacted] in order to resolve any remaining concerns.

We have spoken to the customer and are working with him and his insurance company to determine whether his insurance company or the factory warranty will be responsible for the repairs to his Jeep. If there are any further questions or concerns please call the store manager at [redacted]

With our apologies, our sales manager has spoken to the customer regarding this matter. The dealership had completed the payment quite some time ago, however we failed to notify the customer that the old account had been settled. To our knowledge, there is and will not be any ramification to the...

customer of any type. If any additional concerns arise, please contact the store manager at [redacted]

It is always important to Joe Cecconi's Chrysler Complex to reach out in the case of any customer concern and attempt to resolve the issue. In this specific instance, the dealership made a poor business decision, which ultimately led to this complaint. The customer's credit history showed a series...

of delinquent mortgage payments, including a credit report showing the mortgage status as currently more than thirty days 'past due.' The customer requested to be allowed to take delivery of the vehicle on the condition that he would return the next day with proof that he had paid his mortgage 'up to date', which was a contingency of his finance approval. At that time, the dealership also promised to make a specific repair to the customer's vehicle.The following day, the customer called in to dealership management, and, using abusive and profane language, explained that he would not bring the documents he had committed to bring back to the dealership. Clearly, the dealership should not have allowed the customer to take delivery of the vehicle without having possession of all required documentation. When the store General Manager called the customer to rectify the situation, the customer hung up the phone on him after only a few moments. Ultimately, the dealership was able to complete the financing arrangement with the finance company by  at paying a significant fee to the finance company, in lieu of the promised mortgage documentation. While Joe Cecconi's Chrysler clearly erred in accepting the customer at his word, the dealership will be willing to provide the promised part to the customer on the condition that he not return to the dealership for further sales or service work. If there is an additional existing mechanical concern with the vehicle, as the customer states in his complaint, dealership management is currently not aware of that problem, and will be willing to discuss the potential repair for any such concerns that may exist. The only additional requirement that the dealership would ask, is that the customer refrain from further profane or abusive language if he wishes to call management to review that concern.  Please contact [redacted] at [redacted] if there are any further questions or concerns.Thank you[redacted]General ManagerJoe Cecconis Chrysler Complex

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Sorry for the delay, let me address all the points made by Mike J in his reply.Point 1: Please accept this email as response to the customer's concern regarding his recent vehicle purchase. We do appreciate every customer's business, and do appreciate that he drove 90 minutes to purchase a vehicle from us, which is not uncommon based on the often 'below market pricing' featured in our internet special pricing.ANSWER: Let's not bring price into the picture considering that the minivan was advertised as $17900 on Cecconi's website but I will end up paying $21000+ when all is said and done even with a $4k downpayment.  And that's not interest related either as my rate is 3.9%.  Regular math doesn't work the same way as car dealer math.Point 2: In order to attempt to avoid him having to return to the dealership to address a concern with brake noise, the dealership pre-authorized the customer to spend up to $450 to have his concerns addressed at a local dealership, along with committing several [redacted] interior cleaning gift cards to rectify his concern with the interior cleaning. Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer.ANSWER: "A concern with brake noise" ended up being the brakes were installed INCORRECTLY.  That's not a concern, that is an actual issue.  [redacted]e showed me where the brakes were wearing incorrectly and in fact I still have the evidence.  You DID NOT pre-authorize me to spend up to $450, you said I should check with Shawn R because your price for repair would have been $300 tops.  I called him back when [redacted]e called me with the price but he was unavailable.  Then when he called me back, I was unavailable.  I approved the repair of $330.41 with [redacted]e because I needed the van repaired by that weekend (this was on 2015-07-10).  Keep in mind that my original complaint was for the cost of the brake repair (unknown at the time) PLUS the $149 GPS upgrade which your salesperson said I didn't need to do because "it updates automatically."  When you say several [redacted] interior cleaning gift cards, I received two 10 minute interior cleaning gift cards, which say they will work for vans even though [redacted]'s site says to add $2.49 plus 5 minutes to the base cost of $12.99).  So let's say the gift cards you sent me are worth $15.  Two of them means $30.  I'm still out a $99 (plus tax) cost of the complete interior detailing from their website.  That's still $60+ out of my pocket for something that should have been done before the vehicle was turned over to me.  This cost can be verified on their website.  I read "Given that no concerns related to safety or New York state inspection, the reimbursement offer was simply an outreach in order to satisfy the customer." as "regardless of any actual brake problems caused by our install or our lack of mechanically checking the brakes, we tried to shut the customer up as cheaply as possible."Point 3: In addition to our service manager's contact information. the customer also was provided with the cell phone number for the store general manager. The customer did not speak to the store service director or call the store manager to discuss any increased price.ANSWER: Correct, I did have your cell phone number, and called and spoke with you several times.  For the day of the repair, you told me to call Shawn R as you were out that day.  So I called him and left messages and didn't bother you.  I certainly could have but it was your day off.  If Shawn or you had provided Shawn's cell phone number, I could have called him as well.  Nearly every time I called for him, Cathy at your front desk said he was in meetings.  But wait, earlier in your paragraph, you said "the dealership pre-authorized the customer to spend up to $450 to have his concerns addressed at a local dealership" so then why the "The customer did not speak to the store service director or call the store manager to discuss any increased price."'?  How about being proactive and contacting the other dealership yourself and working out a deal instead of leaving me in the middle?  If you had done that and negotiated a lower price, I would have accepted that.  But gee, maybe there's a reason why another dealership won't return your calls?Point 4: In response to his statements regarding not receiving return calls, or lies, it is accurate that he called immediately prior to the July 4th holiday weekend, and that I did reply to him via email that our response would take several days, which it did. Any reference that this  customer has makes about being lied to is completely inaccurate. What is accurate is that the check was cut for $400 in error, and that the [redacted] gift cards were not sent with the letter. Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general manager.ANSWER:  I had to try to call you and reach out to you FAR FAR more than I received calls or updates from your dealership.  When trying to rectify a customer service issue, the customer shouldn't have to keep calling back to try to chase down his reimbursement, that's bad customer service.  Oh really?  So when I called Shawn on 2015-07-13 and was told the check for $450 plus several vouchers would go out that week and they hadn't even been MAILED when I called on 2015-07-20, that wasn't a LIE, that was just a mistake?  It apparently takes the SERVICE MANAGER of a dealership more than a week (and two tries) to get a check cut for the accurate amount to a dissatisfied customer? So the check was cut in error for $400 when I had been told $450 by both yourself, the General Manager, and Shawn [redacted], the Customer "Service" Manager?  Between the two of you, I heard the $450 amount at least 3 times.  So that's some major error that $50 was randomly left off the check as well as no vouchers were mailed.  The impossible thing that we'll never find out is, was the $50 check plus two vouchers that don't cover the service I paid for, were they sent out after I left my angry voicemail or before?Point 5: Both errors were corrected the next day, after the customer left an obscenity laced phone message on the cell phone of the store general manager.ANSWER: I absolutely own up to this, I should know better than to make an angry phone call.  I DID leave an obscenity laced voicemail for you when I received a check for the incorrect amount.  And I did receive the check for $50 along with two basic interior cleaning vouchers the next day.  I should not have cursed and should have just left a frustrated message, that is my fault.Point 6: The customer should be in receipt of both the $450 and the gift certificates within a day or two.ANSWER: Yes, I do have a check for $400, a check for $50, and two basic interior cleaning [redacted] gift certificates (which together don't total up to the cost of the full interior detailing which removed the pet fur and other crud I found in the vehicle, including some chewed gum).  I thank you for that, I think, I suppose it's better than nothing.BUT, and this is a big BUT, this still doesn't cover the $149.99 cost of the GPS upgrade on Chrysler's site OR the amount of time and hassle I've put into this case.  I  shouldn't have to get the media and the Revdex.com involved over something like this.  With the reimbursement as it stands, I STILL have to pay for the GPS upgrade out of pocket even though Jerrica D, your salesperson, told me twice that there's nothing to update and it updates automatically.  If you had covered this or at least offered to cover $100 of it, I could understand you saying that you've done all you can to make this right.  As it stands, you have not and have still left a dissatisfied customer.  In one of our earliest conversations, before I went to [redacted]e to get the brakes looked at, you told me that the highest you were willing to go was "$450 plus several vouchers" and I had told you even then that doesn't cover all the costs.  I'll never buy a car at Cecconi's again.In the long run, I am sure you believe this issue to be resolved with a satisfactory outcome.  I do not, issues were not resolved until I chased after them repeatedly over the course of a month and at the end of it, I will still need to pay out of pocket for GPS updates and the full interior detailing that I already paid for.  That's another $60 + $149.99 = $209.99 that I consider unresolved.
Oh and by the way, none of this has addressed the issue of the previous customer's private information being in the GPS system, including their home address.  That is a breach of customer data since you are supposed to wipe that out of the GPS.  There was also no attempt to send me instructions on how to wipe out the GPS so you could at least say you left the ball in my court.  That's a callous disregard for customer data.
Regards,

We will be willing to mail out both requested components for the vehicle, although we will have to know which window switch is being requested. However, we cannot warranty the accuracy of any repair without being able to diagnose the vehicle.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  There was never stipulation on the agreement to provide any information about my mortgage.  They had told me after everything was signed that I needed to bring in statements of my mortgage status to proceed with repairs. Upon requesting information from my mortgage company, I was informed that it is confidential information from both my bank and a lawyer. I would not bring my car to Joe Cecconi dealership, in fear of them further damaging or replacing parts not up to standards. I would, however, like them to mail my armrest and window switch to end this ordeal. Regards,  [redacted]