Beauty Cellar Inc

Andrew I want to apologize for this inconvience. The ac repair is valid but the issues you are experiencing now need to be addressed. Please contact me at 713-545-cell to schedule an appointment to see what is going on with your vehicle. Thanks,James ***General Manager

Ms*** just contacted the original service advisor and authorized a tear down of this vehicle to get the diagnoses completed. The results of the finding is not a gaurantee of payment by the store

I have attached the paperwork from the initial visit for your review. The current issue is not related to the radiator being replaced. The issue now relates on how long the customer drove this vehicle with the leak of the radiator and what damage it caused by over heating the vehicle. Thank you,James ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint The General Manager, nor any of the staff did not provide the documents on the date in which work was performed, they have only been provided in this complaint The General Manager has placed speculation as to damage done to the Jeep Cherokee upon the initial visit The General Manager has made a statement as the owner of the Jeep Cherokee never stated her father has tried to ‘fix it by putting TAPE over the hole in the radiator' Her father didn't know there was an issue with the vehicle until the owner called him up to the Autonation, vehicle on April 28th and had no contact with the radiator James *** makes specific mention of the thermostat as not to accept responsibility for the faulty repairs because the owners mother asked in a phone conversation with him, did they (Autonation) change the thermostat when the radiator was replaced he stated the thermostat was not changed. This is the reason why the vehicle overheated and the check engine light came on. The check engine light did not come on April 28th. Only after replacing the radiator and neglecting to change the thermostatThe radiator was replaced and the vehicle released on April 28th. The vehicle overheated and the check engine light came on May 18th the dealership did not make contact until the following week advising they needed $to tear down the engine to re-diagnose the cause of the overheating. When the owners mother called the dealership on the May 19th to inquire as to why they had not called regarding the repair of the vehicle, a female service advisor/manager stated ‘it takes longer than hours to diagnose an overheating problem’Yet the on the April 28th the General Manger guaranteed the owner and her father the overheating issued had been repaired and resolved the same dayJames *** is attempting to place blame on the owner and her father instead of acknowledging his guarantee of repair of the overheating issue and making good on his promise. Which calls into question this Autonation dealership service practice and not standing by the vehicles in which they sell to their unsuspecting customers

*** *** we will credit the credit card today for the $95.00. I do apologize for your inconvenience. Thanks,James H***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint"The technician also noticed two gallon of water in the vehicle and noticed tape on the radiator as well." is irrelevant with the vehicle overheating after repairs were guaranteed by the General Manager on April 28th The tape could have been on the radiator when the owner originally purchased the vehicleAs when the GM was asked what type of Inspection was performed on the vehicle when sold, he could not answerThe personal contents and their use by the owner is purely speculationA large number of American citizens as well as car owners over the world carry water in their car The car owner was advised by her father to always carry water and oil in her carBoth father and mother of the owner carry water in their vehicles. Note: the overheating occurred after driving into the service area of the dealership on April 28th. The owner was also advised by her father to have regular oil changes which was the purpose of the visit on April 28th. By the Autonation's dealership in Spring, TX own admission "At this point we would need authorization to tear down the motor and give a TRUE diagnoses to this customer." Lending to the fact, the vehicle had been improperly diagnosed on April 28th, which lead to the overheating of the vehicle on May 18th as evidenced by the engine light coming onThe engine light did not come on April 28thThe General Manager has not denied his guarantee of repair, he should at this point repair the vehicle at no cost to the owner As fault of the improper diagnosis is clear

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
We are actively working with the dealership to resolve the matterTruck will be dropped off on tomorrowMrJ*** has assisted us in getting the matter resolvedPlease keep case open until issue is actually resolved
Regards,

Our service manager Calvin M*** spoke to this customer. We were contacting his wife and her voicemail was not set up. ** is coming in tomorrow so we can resolve the issues. Thanks,J*** H***GMAutoNation Chrysler Dodge Jeep Ram Spring

I have visited with Dan ***. We will honor the price on the bed we had advertised. There was a mistake when it was priced but it our responsibility and we will honor the pricing. I looked into the trade appraisal for Mr***s truck. I do not see where we offered him
28K for his truck. Talking to Dan this dollar amount was given to us by the customer and by his loan officer at his credit union. This is a number they have come up with. We will honor the 26K we offered to Mr***. We are now waiting back to here from Mr*** for his decision. Thank you,James *** cell

I spoke with *** about this in detail today. He explained to me the wiring harness is indeed a factory harness. He also explained to me that the trailer hitch was installed by an aftermarket company. The hitch was not a factory installed item and *** *** informed him that
*** installed the hitch. He also informed the Service Advisor that he bought this vehicle used and the Service Advisor did inform him upfront that there would possibly be a charge of $to fix his concern. We have a signed form from the customer authorizing the work to be completed and for the amount the customer is requesting back. Thanks,James H***General ManagerAutoNation CDJR Spring*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
They told me they will solve the problemBut vehicle is now also with themthey gave me a jeep Compass for temporary useAfter getting my vehicle I will say it is Okay or notBut to be frank I am not satisfied my vehiclebecause I paid very good amount and using their old vehicle ( jeep compass).Unnecessarily spending my time repairing brand new vehicleAny way I will wait for another month

Sent: Friday, August 12, 12:PM Subject: complaint #*** I have reviewed the complaint and would like to apologize for the lack of follow up on our part. I have processed a check for $and addressed it to *** ***. The check number is ***. This check
was sent out on 08/11/2016. Please let me know once you it has posted to your account. If there are any issues please contact me directly at 713-545-which is my cell #Thank you, *** *** General Manager AutoNation CDJR Spring

I want to start off apologizing for the issue you are having with your new vehicle. I will get involved to see what I can find out with what is going on with your vehicle. *** *** *** does not offer loaner vehicles while your vehicle is in service. We at times have loaners
available. At times they are all in service. Please allow me to look into what is going on with your vehicle. I also read you were not interested in the vehicle any longer. Unfortunately this is something I will not be able to help with. You will have to talk to the original dealer your purchased the vehicle from. If they are not able to purchase the vehicle back the next thing is to contact *** directly. You are welcome to contact me directly. Thanks,James ***GMAutoNation CDJR Spring713-545-cell

I spoke with the service manager about the service completed at our location. He is informed me that he reached out to Chrysler Customer Care as well and explained we would refund the service or change the oil again. Customer purchased the oil and brought it with them for the service
appointment. We would need the receipt for the oil to refund the amount of the oil. We would also will refund the labor for the oil change and the oil filter we charged the customer. The other option is that we change the oil again at no additional charge. Please give the direction you rather go. Thank you,James ***

[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 did speak with the manager that Saturday, and he was more than helpful in getting this resolvedI have been out of town this past week, but intend on calling this week and scheduling a time to bring the truck back in to fix the issues with the exhaustThe other issues we had with any of the paperwork has now been taken care of, thanks to MrH***. *** ***

[redacted] my name is James H[redacted] and I am the General Manager at AutoNation Chrysler Dodge Jeep Ram Spring.  I have read your complaint and I would like to talk to you to figure out how I can resolve your issue.  Please contact me at [redacted].  I have spoken to my managers about...

your purchase and know a little bit of what has happened.  We have already replaced the exhaust to meet the state requirements.  Please let me know what else we can do to assist you in the repair of the exhaust.
Thanks,
James H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
1) The truck was sold to us under the impression the exhaust WAS legal in its current state. The dealership falsely represented the state of the vehicle at the time of purchase. We also used the vehicle for over a month, without our knowledge the truck was illegal.2) The dealership modified OUR vehicle after driving it for over a month, as well as making the first payment , without our consent or knowledge.3) James H[redacted], the General Manager, states the exhaust was replaced, however it was poorly repaired. Please see attached document.4) Per the DMV, our vehicle was registered into the previous owners name the day after our purchase. The dealership also listed on the title almost 7k miles less than odometer reading.
Regards,
 [redacted]

After tearing  down the engine of the vehicle there was not any failed components that would contribute to overheating.  The thermostat and the radiator are both working properly.  The diagnosis is that the coolant is leaking internally.  The cause of the internal leak was due to the vehicle severely overheating. Customer was aware of the over heating before the vehicle was brought into the store for the initial visit.  Ms. [redacted] informed both Creg and Fonzie she was aware of the leak. We could only determine the leak of the radiator the day of her visit.  That is what we repaired.  That repair is under guarantee.  We are not able to guarantee a vehicle that was damaged prior to the repairs. The unknown of how far and how long or how hot the vehicle was before water was added to the radiator. The retail cost of the repair is $6913.88.  We are able to reduce the cost of the repair to $ 4589.95.  We are not accepting fault from prior damage.

Sent: Monday, September 21, 2015 3:50 PM To: drteam Subject: Complaint ID [redacted]   After I responded to this complaint the customer contacted me and we met at the store on September 12th.  I met with one half of the party and we agreed I would get the truck in and have it looked at.  They wanted the exhaust noise to be the same as when they originally bought it.  I informed them I would do so and that they needed to let me know what dates would work for them to drop it off and I would have the work done.  I gave the customer my cell phone number and I haven’t heard from them since that Saturday.  I would still the like the opportunity to make it right for the customers.   Thanks, James H[redacted] AutoNation Chrysler Dodge Jeep Ram Spring GM [redacted] cell

[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 would be satisfactory to me.