Beauty Cellar Inc

Ms. [redacted] purchased this vehicle on 12/22/2016.  After the sale there has not been contact with the customer.  The first contact we had with the customer was on 4/28/2017.  On 4/28/2017 customer came in for a free oil change at this time the service advisor spoke with Ms. [redacted] about...

her car smelling like her car was overheating.  She then explained that she knew of the issue and that her father put tape on the leak to stop the leak.  She didn't explain how long she was driving with the vehicle overheating.  She did however have two gallons of water in her vehicle that was noticed.  We pulled her car in and verified the leak in the radiator.  We then quoted her the price for the repair.  She explained that she was unable to pay for the repairs and her dad insisted on us repairing it since they bought the vehicle from us in December.  I explained to both that the repair would not be covered by the store.  We informed them that we would complete the repair at our cost.  She explained again that she would not be able to pay for the repair that she just started working a new job in KAty and she was currently behind on her car payment.  AT that point we offered to help and pay 50% of the repair and dad kept insisiting we would cover the entire repair.  At hat point we explained we would work out payments for the customer to get her back on the orad and her vehicle working.  After the repair was complete dad came back and insisted that I said we would take care of the repair.  Without arguing we took care of the expense to get Ms. [redacted] back on the road.  We tested the repair and everything held.  The radotor was properly working and also the thermostat was operating normal.  The vehicle came back 3 weeks later on 5/18/2017 with an overheating complaint.  We spoke to the customer explain what we would need to do to diagnose the leak issue.  Not knowing how long she drove with it overheating prior visit is the cause on the current condition of the vehicle.  the repairs we made are still holding now it has become an internal engine issue based on the driving the vehicle overheating in the first place.  At this point we don't feel at fault.  We are willing to adjust to cost to help the customer with the repair of her vehicle. Respectfully,James [redacted]

Sent: Monday, August 08, 2016 2:32 PM Subject: complaint [redacted] I am sorry for the trouble you are having with your new vehicle.  I have referenced your vin number with Chrysler and the recall shows to have been completed on June 22 2016.  If you are still experiencing issues...

with your vehicle please contact me directly and I will help you. Thanks, James [redacted] General Manager AutoNation CDJR Spring [redacted] CONFIDENTIAL: This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic email or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you

The service advisor who actually spoke with the customer on arrival stated to her that her car smelt like it was overheating the customer at that point stated that she knew.  Once we pulled the vehicle in the service bay and checked the vehicle we confirmed the leak of the radiator.  The technician also noticed two gallon of water in the vehicle and noticed tape on the radiator as well.  We then proceeded to repair the radiator.  After the installation we checked the vehicle for overheating and to make sure that everything was properly working.  At that time the vehicle was fixed based on what we have found.  We held up to what the current issue was on the vehicle.  After three weeks of driving another issues has arised.  Once the vehicle was brought in the we checked the repairs that were done prior to the new issue and everything still tested normal. We explained to the customer we would have to tear down the motor for further diagnoses of the new issue.  After that conversation we received a phone call  from the mother of our customer asking if we replaced the thermostat when we replaced the radiator.  We explained the thermostat was good and it opened and closed there was not a fault with the thermostat.  The customer insisted that because we didn't replace the thermostat that the issue on the vehicle now was that we didn't replace the thermostat.  That is not the issue.  The issue is how long the customer drove the vehicle while it overheated.  At this point we would need authorization to tear down the motor and give a true diagnoses to this customer.  The damage caused by driving this vehicle while it overheated is unknown until we are able to tear the motor down.  We will not take responsibility for driving the vehicle while it overheated.

The process of tearing down the vehicle was started on 06/16/2017.  We should be able to rule the cause of the overheating later this afternoon.Thank you,James [redacted]

I will get a status update on your vehicle to see what I may be able to help with.  Please feel free to contact me directly. James [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.   Sent: Monday, June 19, 2017 7:39 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] [...] as of June 14...the vehicle still had not been worked on [...]

I tried reaching out to Mr. [redacted] today.  What I have been informed of was that the person that Mr. [redacted] spoke to at Chrysler was apart of the resolution team and that they were going to repair the issue he has had with his truck.  The truck is repaired at this point and my...

service manager on multiple times has tried contacting Mr. [redacted] to inform his truck was ready for pickup.  I have a call into our Chrysler service rep to see what he is willing to do for Mr.  [redacted].  At this point we are awaiting the direction from Chrysler for resolution.  They authorized the repairs and we completed what they have asked.  As far as a buy back this will need to come from Chrysler and thus the payment to be paid by them.  Mr. [redacted] please reach to me on my cell phone [redacted].  I will happy to help in any way that I can. Thanks,James [redacted]AutoNation CDJR SpringGeneral Manager[redacted] cell

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.  
 
Regards,