[redacted] Thank you for your letter dated 5/31/2017. The following information is provided regarding the service and repair on the above described: A reservation was scheduled for Monday, May 29th, customer requested to drop vehicle off on Saturday, May 27th. (We are...
open on Saturday for routine maintenance and recall appointments only. However, at customer’s request, we offered a Saturday drop off for a Monday reservation.) Monday, 5/29/2017 (11am) customer was contacted with an update to explain that no leaks were found, further testing was recommended ($14.00) to put dye and try to locate leak. Customer approved and was advised we would need to keep the vehicle to complete the dye test and test drive to look for leak(s). (3pm) Spoke with customer to advise same status. Rentals cannot be authorized until vehicle is diagnosed as a covered warranty repair. Tuesday, 5/30/2017 (8am) customer called, was advised vehicle was still being checked by tech and she will be contacted once we have completed testing. Midday the service advisor (Craig) called customer to advise we found the timing chain gasket was leaking and the part needed was on back order with FCA Chrysler. But, the repair will be covered under FCA Chrysler warranty. We were unable to give an ETA on the part at that moment but advised her we will call her on Wednesday 5/31 with any updates. Since the repair will be covered under warranty, a rental reservation was setup with Enterprise. Thursday, 6/1/2017 we received an update that the part was shipped and should arrive by UPS today. Customer has never serviced this vehicle at Bergeron. We learned that the customer had a recall completed at Riverland Chrysler Dodge Jeep (Laplace) on 4/28/2017 (recall S43 Airbag) and 1/17/2017 (recall P01 Timing Chain). Customer picked up a rental vehicle on 5/31/2017 until repair is completed. We hope that you find this information sufficient in determining the facts regarding this matter. If you should have any additional questions concerning this matter, please do not hesitate to contact me directly at ###-###-#### or Email: [redacted] Thank you, Doreen P[redacted] Customer Relations Manager
The attached documents are marked up to show that the On the Job oil changes are only available to REALTORS as a type B or E NVDR, which is when the vehicle is registered to a business as a purchase (B) or lease (E), not an individual. [redacted] purchased the vehicle as a Type 1 NVDR which is when an individual is who the vehicle is being registered to at time of purchase. For reference, a Type L NVDR is when an individual leases a vehicle. We have tried contacting [redacted] several times to discuss this matter privately, yet he does not return our calls and his voicemail is full. We apologize for any inconvenience this has caused [redacted], yet all rebates are audited by FCA US LLC and as the dealer we submit the details to them and they apply the rebates where the requirements have been met.
This was not a transmission issue but rather a performance issue our technician identified as an error code associated with the fuel tank venting system. We did the inspection and found liquid gas in the fuel tank venting system. We received approval for the repair from the insurance...
company, and completed the job on 7/25. We then test drove the vehicle to verify the vehicle was performing correctly, and then contacted Ms. [redacted] to informed her of completion and are waiting for her to pick up her vehicle.
[redacted] Thank you for your letter dated 5/31/2017. The following information is provided regarding the service and repair on the above described: A reservation was scheduled for Monday, May 29th, customer requested to drop vehicle off on Saturday, May 27th. (We are...
open on Saturday for routine maintenance and recall appointments only. However, at customer’s request, we offered a Saturday drop off for a Monday reservation.) Monday, 5/29/2017 (11am) customer was contacted with an update to explain that no leaks were found, further testing was recommended ($14.00) to put dye and try to locate leak. Customer approved and was advised we would need to keep the vehicle to complete the dye test and test drive to look for leak(s). (3pm) Spoke with customer to advise same status. Rentals cannot be authorized until vehicle is diagnosed as a covered warranty repair. Tuesday, 5/30/2017 (8am) customer called, was advised vehicle was still being checked by tech and she will be contacted once we have completed testing. Midday the service advisor (Craig) called customer to advise we found the timing chain gasket was leaking and the part needed was on back order with FCA Chrysler. But, the repair will be covered under FCA Chrysler warranty. We were unable to give an ETA on the part at that moment but advised her we will call her on Wednesday 5/31 with any updates. Since the repair will be covered under warranty, a rental reservation was setup with Enterprise. Thursday, 6/1/2017 we received an update that the part was shipped and should arrive by UPS today. Customer has never serviced this vehicle at Bergeron. We learned that the customer had a recall completed at Riverland Chrysler Dodge Jeep (Laplace) on 4/28/2017 (recall S43 Airbag) and 1/17/2017 (recall P01 Timing Chain). Customer picked up a rental vehicle on 5/31/2017 until repair is completed. We hope that you find this information sufficient in determining the facts regarding this matter. If you should have any additional questions concerning this matter, please do not hesitate to contact me directly at ###-###-#### or Email: [redacted] Thank you, Doreen P[redacted] Customer Relations Manager
The attached documents are marked up to show that the On the Job oil changes are only available to REALTORS as a type B or E NVDR, which is when the vehicle is registered to a business as a purchase (B) or lease (E), not an individual. [redacted] purchased the vehicle as a Type 1 NVDR which is when an individual is who the vehicle is being registered to at time of purchase. For reference, a Type L NVDR is when an individual leases a vehicle. We have tried contacting [redacted] several times to discuss this matter privately, yet he does not return our calls and his voicemail is full. We apologize for any inconvenience this has caused [redacted], yet all rebates are audited by FCA US LLC and as the dealer we submit the details to them and they apply the rebates where the requirements have been met.
This was not a transmission issue but rather a performance issue our technician identified as an error code associated with the fuel tank venting system. We did the inspection and found liquid gas in the fuel tank venting system. We received approval for the repair from the insurance...
company, and completed the job on 7/25. We then test drove the vehicle to verify the vehicle was performing correctly, and then contacted Ms. [redacted] to informed her of completion and are waiting for her to pick up her vehicle.