Bettenhausen Automotive

The customer was offered to get his $1,back and keep the roof as is or we could trade him out of it and he would receive a great dealCustomer refused both optionsThe sunroof in his new car looks great but not 100% like it would be from the factory, but then again nothing can be duplicated when it comes to cutting sheet metalWe verified from the company that installed the sunroof that it is installed in the correct locationBettenhausen again has went above and beyond to try and satisfy this customer where other dealerships would have done NOTHINGPlease have customer send pictures to show where the difference is--I had to have someone show me because I could not tell at first

I'm sorry that we could not help

Complaint: [redacted] I am rejecting this response because: his guy Troy bettenhuasen is a complete liar and bad human being he and racist person doing people anyway he wants because he think we do have any say so in what he dose because hes protected by laws thats is not the same for consumersBy request you I can send you all the pictures and names of bettenhausen employees that will testify that hes the one that they show him the sunroof with the installation company on the phone with himAnd evevything was going fine till Troy found out I was black and felt he could do whatever he wantedThis company is located in a mixed community of all races and for that person to be able to treat people who spend they hard earned money as animal or something is just not right for this day in timeJust as I told them to give me the money that supposily was offered to me in the beginning he comes up with all type of excuses that I wont except any offers that he gaveJust to prove to you how much of a bad person he isThis is what I suggest happenYou have them send to you offices a check for the $and then you can forward it to meEverything else can be handel between you and themBut my bet is that he comes up with another excuse Sincerely, Germar ***

We have finally received the spare tire that was on back order at [redacted] - [redacted] delivered the tire to the place of businesswe also gave A [redacted] yrs of oil changes to compensate them for the inconvenienceI'm awaiting call back from Mr [redacted] l to confirm all has been taken care of

On 6/16/car was towed in for no start---replace timing belt under extended warranty that expires on 7/23/16On 8/5/car came in for horn going off at times--unable to duplicateAlso A/C not cooling--recharged system and checked for leaks--warranty expired on 7/23/16On 8/26/car towed in for overheating---replace leaking heater hose and customer added a oil change with inspectionwarranty expired on 7/23/and heater hoses are not covered under extended warrantiesBettenhausen will look into the horn issue again at no charge if it is still acting up but as far as the brake reimbursement we can not refundBrakes are not covered under any extended warranty even though it expired on 7/23/Please contact our service department if you would like the horn looked at again

At Bettenhausen we strive to reach 100% customer satisfaction through removing the haggling in the car purchase & world class customer service – Bettenhausen is a One Price store, and every customer pays the same for the vehicle100% customer service is exactly what our team tried to accomplish with Mr [redacted] who purchased a $22K - [redacted] Sport at our One Price on July 12thOn July 13th he wanted to return the vehicle ..Mr [redacted] was offered to upgrade the vehicle at a same or lessor payment, our attempt of making the Mr [redacted] happy was denied by Mr [redacted] Few days later Mr [redacted] dropped the vehicle on the lot and said that the bank could repo it if they wanted toA few weeks later Mr [redacted] changed his mind in regards to the vehicle exchange and told us that he would trade us for a $35k [redacted] if he could keep his payments the same .unfortunately this was not possibleHad Mr [redacted] decided to let us help him earlier we could have assisted him in a collateral exchange, but now the [redacted] becomes a tra– Which becomes impossible to accomplish what Mr [redacted] is seeking Michael [redacted]

On 6/16/car was towed in for no start---replace timing belt under extended warranty that expires on 7/23/On 8/5/car came in for horn going off at times--unable to duplicateAlso A/C not cooling--recharged system and checked for leaks--warranty expired on 7/23/On 8/26/ car towed in for overheating---replace leaking heater hose and customer added a oil change with inspectionwarranty expired on 7/23/and heater hoses are not covered under extended warranties Bettenhausen will look into the horn issue again at no charge if it is still acting up but as far as the brake reimbursement we can not refundBrakes are not covered under any extended warranty even though it expired on 7/23/ Please contact our service department if you would like the horn looked at again

Complaint: [redacted] I am rejecting this response because: In June my car was fixed under warrantyIn August when it was no longer under warranty they stated the car needed front and back brakes, front and rear rotors, right rear wheel bearing, front and rear motor mounts and front and rear strutsHow did all this go wrong with my car in a month and a half? I believe it was not inspected thoroughly in June and they let me drive a unsafe vehicleI don't need my horn fixed by Bettenhausen since they couldn't fix it right the first timeI took it to another Dodge dealer and it was repaired the first time Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/22) */
Contact Name and Title: *** *** Svc Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@betenhausenauto.com
Customer came in X-for key will not come out of ignition unless the shifter is cycled/movedThen it would come
outTech verified issue with the interlock spring in the shifterCustomer approved repairs, repairs completedKey comes out now as designed
Customer came back 5-4-for key won't come out of ignition (moving shifter doesn't help this time)Tech found issue with WIN (ignition module)Recall for this scheduled to be launched 5-16-We contacted Chrysler o the customer's behalf & received authorization to replace the WIN even though the recall wasn't really out yetRepair completedKey comes out now as designed
Although we can definitely empathize with them, in reality there are more than one reason you can have a key issue
as far as the reference to the 1st recall, it was a detent ringThis is NOT an electrical part like the WIN isIt simply adds tension to the ignition cylinder so that the key can't unintentionally move (due to bumping w/your knee or excessive weight from other keys or keychains)Totally unrelated repairThe current Recall is for replacement of an electrical part
Again, we can see where the customer feels like it was the same thing but the fact is different components failing causing the same end resultWe called Chrysler today to see if they would consider reimbursing the customer for the shifterThey declined as it is not related to the Recall partWe just tried on the customer's behalfWe're here to help not make things difficult
Initial Consumer Rebuttal /* (3000, 8, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first was for the WIN module detent ring, not simply just the detent ring (yes, I know they are the same thing, but leaving out the full name of the part is misleading)When they replaced the detent ring for the first recall, they also changed the whole ignition moduleThis is a part you can visibly see is different from just looking at the ignitionThe problem becomes that they didn't perform the first recall correctly, which led to the key getting stuck in the ignition and the misdiagnoses of the shifter assemblyI've recently spoke with a mechanic that worked on dodge vehicles for years and confirmed my suspicion
I've also checked over different websites and customer forumsEVERYONE with the dodge grand caravan, that had the same problem was told it was from the WIN moduleThe shifter mechanism had nothing to do with it in all cases
http://media.chrysler.com/newsrelease.do;jsessionid=0977A76D9861CCE4F02AXXXXXXE1...⇄ /> http://www.ibtimes.com/ignition-switch-defect-dodge-grand-caravan-dodge-journey-...⇄ /> http://www.carcomplaints.com/Dodge/Grand_Caravan/2008/electrical/WIN_module_faul...⇄ /> Final Business Response /* (4000, 10, 2015/07/02) */
Contact Name and Title: Rocky Latorre Svc Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bettenhausenauto.com
1ST) We did not perform ANY recall incorrectlyTwo different repairs procedures w/very specific step by step instructionsTwo different part numbersOne is electrical, one is mechanicalBoth of which are documented by Chrysler CorpIf the customer does more research, or asks their expert friend, they will see this is the casePlease get the facts straight and don't throw stones to throw stonesWe take safety, and all, repairs very seriously
2nd)There WAS an issue with the shifterIt was Not a misdiagnosisThat's why the key would eventually release when moving the shifter back and forth as documented by the customer's concern when they brought in for serviceCoincidence? Let's be realistic
3rd)In the spirit of goodwill, we are willing to meet the customer half way and reimburse them the $in labor they spent for the diagnosis and replacement of the shifterWe will absorb the labor charges to help the customerThe part is installed and can't be returnedthe original part gets discarded AND WAS FAULTY ANYWAYIf the customer requested to keep the old part we could have put it back onThat would be silly of course, as it was faulty, but isn't an option at this point anyway
Once again, we are not here to hurt anyoneThat would do NO ONE any goodThe fact is they had more than one related issuewas a free recall repair, was notIf the customer accepts our non-negotiable gesture, we will be happy to mail the reimbursement check to their residence and close this matterThank you
Final Consumer Response /* (2000, 12, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their agreementMy address is *** W *** *** *** ** XXXXXMy phone number is XXX-XXX-XXXXThank you
***

Initial Business Response /* (1000, 5, 2015/02/23) */
Contact Name and Title: *** *** GSM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bettenhausenauto.com
We failed Mr*** initially by not communicating every step of the wayAfter Mr*** and I spoke we got on
the right track - which wasn't until after he filled the complaintWe have delivered Mr& Mrs*** Ram to their house in *** Mr*** told us that he was very happy with the final outcomeI left a message for Mr *** on Saturday, just to follow upBut as it stands currently - we can consider this matter closed

Mr***, You and I both know Bettenhausen always goes the extra mile to make customers happy but unfortunately after the Tinley Chamber post and the State Attorney claims you made that NEVER occurred, puts us both in a bad positionThe sunroof was installed perfectly but I guess not exactly like you thought it would beHave you taken it for a second opinion to see if was installed properly? We are still waiting on the States Attorney's reply

I apologize and assure you we do not discriminateOne of my managers will call today to set up appt and loaner

Complaint:
I am rejecting this response because:
How in the world would I trade in a vehicle that I no longer haveBecause as stated in my initial complaint Bettenhausen willingly accepted the vehicle back the next day after I purchased itStating that they will get in contact with me regarding another deal and vehicle which they never did!!!!
Sincerely,
Joe ***

Initial Business Response /* (1000, 5, 2015/06/22) */
Contact Name and Title: *** *** Svc Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@betenhausenauto.com
Customer came in X-for key will not come out of ignition unless the shifter is cycled/movedThen it would
come outTech verified issue with the interlock spring in the shifterCustomer approved repairs, repairs completedKey comes out now as designed
Customer came back 5-4-for key won't come out of ignition (moving shifter doesn't help this time)Tech found issue with WIN (ignition module)Recall for this scheduled to be launched 5-16-We contacted Chrysler o the customer's behalf & received authorization to replace the WIN even though the recall wasn't really out yetRepair completedKey comes out now as designed
Although we can definitely empathize with them, in reality there are more than one reason you can have a key issue
as far as the reference to the 1st recall, it was a detent ringThis is NOT an electrical part like the WIN isIt simply adds tension to the ignition cylinder so that the key can't unintentionally move (due to bumping w/your knee or excessive weight from other keys or keychains)Totally unrelated repairThe current Recall is for replacement of an electrical part
Again, we can see where the customer feels like it was the same thing but the fact is different components failing causing the same end resultWe called Chrysler today to see if they would consider reimbursing the customer for the shifterThey declined as it is not related to the Recall partWe just tried on the customer's behalfWe're here to help not make things difficult
Initial Consumer Rebuttal /* (3000, 8, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first was for the WIN module detent ring, not simply just the detent ring (yes, I know they are the same thing, but leaving out the full name of the part is misleading)When they replaced the detent ring for the first recall, they also changed the whole ignition moduleThis is a part you can visibly see is different from just looking at the ignitionThe problem becomes that they didn't perform the first recall correctly, which led to the key getting stuck in the ignition and the misdiagnoses of the shifter assemblyI've recently spoke with a mechanic that worked on dodge vehicles for years and confirmed my suspicion
I've also checked over different websites and customer forumsEVERYONE with the dodge grand caravan, that had the same problem was told it was from the WIN moduleThe shifter mechanism had nothing to do with it in all cases
http://media.chrysler.com/newsrelease.do;jsessionid=0977A76D9861CCE4F02AXXXXXXE1...⇄ /> http://www.ibtimes.com/ignition-switch-defect-dodge-grand-caravan-dodge-journey-...⇄ /> http://www.carcomplaints.com/Dodge/Grand_Caravan/2008/electrical/WIN_module_faul...⇄ /> Final Business Response /* (4000, 10, 2015/07/02) */
Contact Name and Title: Rocky Latorre Svc Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bettenhausenauto.com
1ST) We did not perform ANY recall incorrectlyTwo different repairs procedures w/very specific step by step instructionsTwo different part numbersOne is electrical, one is mechanicalBoth of which are documented by Chrysler CorpIf the customer does more research, or asks their expert friend, they will see this is the casePlease get the facts straight and don't throw stones to throw stonesWe take safety, and all, repairs very seriously
2nd)There WAS an issue with the shifterIt was Not a misdiagnosisThat's why the key would eventually release when moving the shifter back and forth as documented by the customer's concern when they brought in for serviceCoincidence? Let's be realistic
3rd)In the spirit of goodwill, we are willing to meet the customer half way and reimburse them the $in labor they spent for the diagnosis and replacement of the shifterWe will absorb the labor charges to help the customerThe part is installed and can't be returnedthe original part gets discarded AND WAS FAULTY ANYWAYIf the customer requested to keep the old part we could have put it back onThat would be silly of course, as it was faulty, but isn't an option at this point anyway
Once again, we are not here to hurt anyoneThat would do NO ONE any goodThe fact is they had more than one related issuewas a free recall repair, was notIf the customer accepts our non-negotiable gesture, we will be happy to mail the reimbursement check to their residence and close this matterThank you
Final Consumer Response /* (2000, 12, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their agreementMy address is *** W *** *** *** ** XXXXXMy phone number is XXX-XXX-XXXXThank you
***

We have finally received the spare tire that was on back order at *** - *** delivered the tire to the place of businesswe also gave A *** *** *** yrs of oil changes to compensate them for the inconvenience.
I'm awaiting call back from Mr***l to confirm all has
been taken care of

I stopped at this dealership on a cross country trip after buying a used *** truck from the East Coast I requested an oil change, fuel filter change (both), and tire rotation During the check in process the service staff tried to push maintenance that even *** doesn't recommend They charged almost $for the fuel filter swaps which is actually $between the two filters and a minute jobHad I not been traveling cross country I would have done it myself After the wheel rotation the tech either forgot to put on one of the custom wheel center caps or broke it When I got back to my in laws house I noticed it was missing and called the dealership Eventually they agreed to buy me a new one days have now passed with numerous emails back and forth with each time the dealership claiming they are no longer made or can't be sourcedI then went online and purchased two with a minute *** search Normally I would fight this on principal as after dropping nearly $1,at this dealership you would expect your truck to not come out worse off Instead I have passed this story along to my wife's family that reside in Chicago, whom the majority are *** or *** owners So congrats you lost the maintenance on vehicles that used to use you because you were to cheap to correct a simple item you broke This has been one of the worst customer service debacles I've even been through over something so minor

At Bettenhausen we strive to reach 100% customer satisfaction through removing the haggling in the car purchase & world class customer service – Bettenhausen is a One Price store, and every customer pays the same for the vehicle. 100% customer service is exactly what our team tried to accomplish...

with Mr. [redacted] who purchased a $22K - 2016 [redacted] Sport at our One Price on July 12th. On July 13th he wanted to return the vehicle…..Mr. [redacted] was offered to upgrade the vehicle at a same or lessor payment, our attempt of making the Mr. [redacted] happy was denied by Mr. [redacted]. Few days later Mr. [redacted] dropped the vehicle on the lot and said that the bank could repo it if they wanted to. A few weeks later Mr. [redacted] changed his mind in regards to the vehicle exchange and told us that he would trade us for a $35k [redacted] 300 if he could keep his payments the same….unfortunately this was not possible. Had Mr. [redacted] decided to let us help him earlier we could have assisted him in a collateral exchange, but now the [redacted] becomes a trade-in – Which becomes impossible to accomplish what Mr. [redacted] is seeking. Michael [redacted]

Complaint: [redacted]
I am rejecting this response because:
his guy Troy bettenhuasen is a complete liar and bad human being he and racist person doing people anyway he wants because he think we do have any say so in what he dose because hes protected by laws thats is not the same for consumers. By request you I can send you all the pictures and names of bettenhausen employees that will testify that hes the one that they show him the sunroof with the installation company on the phone with him. And evevything was going fine till Troy found out I was black and felt he could do whatever he wanted. This company is located in a mixed community of all races and for that person to be able to treat people who spend they hard earned money as animal or something is just not right for this day in time. Just as I told them to give me the money that supposily was offered to me in the beginning he comes up with all type of excuses that I wont except any offers that he gave. Just to prove to you how much of a bad person he is. This is what I suggest happen. You have them send to you offices a check for the $1400.00 and then you can forward it to me. Everything else can be handel between you and them. But my bet is that he comes up with another excuse.  
Sincerely,
Germar [redacted]

We have finally received the spare tire that was on back order at [redacted] - [redacted] delivered the tire to the place of business. we also gave A [redacted] 3 yrs of oil changes to compensate them for the inconvenience. I'm awaiting call back from Mr. [redacted]l to confirm all has been taken...

care of.