Brown Dodge Chrysler Subaru

Revdex.com Case # [redacted] Customer name is: [redacted] On January 10th, [redacted] came in and looked at a [redacted] and a ***At that time she left us a deposit on the [redacted] and was to pick it up on Monday January 13thAt that time [redacted] changed her mind and wanted to get lease figures on a [redacted] in the color of Cashmere Pearl [redacted] saw the color on I believe [redacted] websiteAt that time out sales manage [redacted] checked the locate computer and there were no vehicles available in Cashmere Pearl [redacted] also tried to order a vehicle in [redacted] and was unable to do soIt’s not unusual for certain colors to options to not be available at various timesAt that time [redacted] and the sales person [redacted] spoke with [redacted] *** [redacted] asked [redacted] how long it would take to get the [redacted] and [redacted] said “I don’t know it could take up to months.” At that point in time [redacted] chose the color Red for her ***Which we also had to go and locateIf the Cashmere Pearl would have been available, we would have certainly got thatThe [redacted] arrived on January 17th and [redacted] took delivery on January 20thThe delivery appeared to go well and we felt like [redacted] left happy though we did have to give her another keyIt’s my understanding at the end of February, [redacted] saw a [redacted] in Cashmere PearlI do not know where the vehicle came from ot whose vehicle it was, all I know is that the Cashmere Pearl was not available on any dealers lot that we could see, we could not order it and we have no idea when we could have gotten the vehicle in that colorI informed [redacted] that we would not be able to just swap vehicles at no cost to themBut that I would work with them on a figure that we could both agree onIn conclusion, I would like to acknowledge that [redacted] is in fact an excellent customer of the Brown organization and I’m sorry that there were misunderstandingsThank you, [redacted]

This letter is in response to the notice from the Revdex.com concerning Mr [redacted] and his [redacted] *** The customer’s first concern listed in his letter references a problem with the instrument cluster in the vehicle The cluster experienced an internal failure causing the lights in the cluster to remain on This ultimately caused the vehicle to experience a dead battery where the customer had the vehicle towed to us through [redacted] roadside assistance After we (Brown’s) received the vehicle on 2/12/2014, we began diagnosis by communicating with [redacted] technical assistance After reviewing the concern with them, we were directed by them on 2/17/to order a new instrument cluster assembly The part arrived on 2/19/2014; the part was installed on the same day and repaired the concern at no cost to the customerThe customer referenced bringing the vehicle here on 5/16/for routine maintenance along with concerns of the temperature gauge not operating as designed, the windshield wiper fluid pump not operating as designed, an A/C vent had broken off and stating the car was pulling to the left at high speeds That same day we completed the routine maintenance of an oil change and tire rotation We also corrected the temperature gauge being inoperable by updating the software in the module that controls it at no cost to the customer The A/C vent concern was corrected as well by being popped back into place at no cost to the customer After diagnosing the washer fluid concern, we concluded the pump and nozzles were defective, at that time we ordered replacement parts for this concern These parts were installed on 5/28/at no cost to the customer The technician was unable to verify the pulling left concern during the 5/16/visitThe customer referenced bringing the vehicle here on 6/12/with a concern of the check engine light being on and saying the turbo on the engine was not working After diagnosis, we found the check engine was on because of the turbocharger having an under boost problem from an internal defect These repairs were completed on 6/25/at no cost to the customer.The customer referenced bringing the car here on 6/4/for concerns of the check engine light being on, the car was shifting into reverse instead of first gear, the turbo was not working and was rattling when stopped and the passenger side sun shade had fallen off After diagnosing the technician could not identify any problems with the turbo charger assembly or its operation After diagnosis, the technician could not identify any problems with the transmission for shifting into reverse instead of first gear; advised customer to ensure reverse lock out is completely seated on handle when shifting into first gear After diagnosis, found one stored code for check engine light due to software needing to be updated in computer module This was performed at no cost to the customer The oil change performed at this visit was routine maintenance as the mileage during this visit was 31,and the previous oil change was done at 23, The customer also references the concerns of the clutch problem due to a noise heard from transmission The customer spoke with two representatives concerning the guidelines of this repair It was explained to the customer that if we remove the transmission to inspect the clutch components and if the clutch components (i.eclutch plate, pressure plate, flywheel) showed signs of neglect and/or abuse (i.eslipping the clutch or riding the clutch) the repair would not be covered by any type of warranty since that is not a manufacturer defect It was also explained to the customer that if we remove the transmission and find failure of the clutch due to a manufacturer defect in parts, the repair would not cost anything On 6/23/the customer brought the vehicle to us for clutch inspection First, technician performed a TSB for a possible slave cylinder defect to ensure this was not the problem This repair was done at no cost to the customer After this TSB was performed, the rattle described by the customer was still present Customer authorized removal of the transmission, so technician removed transmission and inspected and found main failure was from the clutch release bearing Replaced the clutch release bearing and ensured proper operation This repair was completed on 6/30/and at no cost to the customerLastly, the customer referenced several items that have not been addressed due to the inability for the technician to duplicate the concern With any concern, technicians spend ample time to investigate the problem but if it is unable to be duplicated within a reasonable amount of time, it is recommended to bring the vehicle back when the concern is able to be duplicated.If customer has concerned about vehicle and possible repair option he can contact Service Director @ [redacted] If he has concerns about quality of his vehicle he needs to contact [redacted] @ [redacted] Teresa M***

This letter is in response to the notice from the Revdex.com concerning Mr [redacted] and his [redacted] *** The customer’s first concern listed in his letter references a problem with the instrument cluster in the vehicle The cluster experienced an internal failure causing the lights in the cluster to remain on This ultimately caused the vehicle to experience a dead battery where the customer had the vehicle towed to us through [redacted] roadside assistance After we (Brown’s) received the vehicle on 2/12/2014, we began diagnosis by communicating with [redacted] technical assistance After reviewing the concern with them, we were directed by them on 2/17/to order a new instrument cluster assembly The part arrived on 2/19/2014; the part was installed on the same day and repaired the concern at no cost to the customer The customer referenced bringing the vehicle here on 5/16/for routine maintenance along with concerns of the temperature gauge not operating as designed, the windshield wiper fluid pump not operating as designed, an A/C vent had broken off and stating the car was pulling to the left at high speeds That same day we completed the routine maintenance of an oil change and tire rotation We also corrected the temperature gauge being inoperable by updating the software in the module that controls it at no cost to the customer The A/C vent concern was corrected as well by being popped back into place at no cost to the customer After diagnosing the washer fluid concern, we concluded the pump and nozzles were defective, at that time we ordered replacement parts for this concern These parts were installed on 5/28/at no cost to the customer The technician was unable to verify the pulling left concern during the 5/16/visit The customer referenced bringing the vehicle here on 6/12/with a concern of the check engine light being on and saying the turbo on the engine was not working After diagnosis, we found the check engine was on because of the turbocharger having an under boost problem from an internal defect These repairs were completed on 6/25/at no cost to the customerThe customer referenced bringing the car here on 6/4/for concerns of the check engine light being on, the car was shifting into reverse instead of first gear, the turbo was not working and was rattling when stopped and the passenger side sun shade had fallen off After diagnosing the technician could not identify any problems with the turbo charger assembly or its operation After diagnosis, the technician could not identify any problems with the transmission for shifting into reverse instead of first gear; advised customer to ensure reverse lock out is completely seated on handle when shifting into first gear After diagnosis, found one stored code for check engine light due to software needing to be updated in computer module This was performed at no cost to the customer The oil change performed at this visit was routine maintenance as the mileage during this visit was 31,and the previous oil change was done at 23, The customer also references the concerns of the clutch problem due to a noise heard from transmission The customer spoke with two representatives concerning the guidelines of this repair It was explained to the customer that if we remove the transmission to inspect the clutch components and if the clutch components (i.eclutch plate, pressure plate, flywheel) showed signs of neglect and/or abuse (i.eslipping the clutch or riding the clutch) the repair would not be covered by any type of warranty since that is not a manufacturer defect It was also explained to the customer that if we remove the transmission and find failure of the clutch due to a manufacturer defect in parts, the repair would not cost anything On 6/23/the customer brought the vehicle to us for clutch inspection First, technician performed a TSB for a possible slave cylinder defect to ensure this was not the problem This repair was done at no cost to the customer After this TSB was performed, the rattle described by the customer was still present Customer authorized removal of the transmission, so technician removed transmission and inspected and found main failure was from the clutch release bearing Replaced the clutch release bearing and ensured proper operation This repair was completed on 6/30/and at no cost to the customer Lastly, the customer referenced several items that have not been addressed due to the inability for the technician to duplicate the concern With any concern, technicians spend ample time to investigate the problem but if it is unable to be duplicated within a reasonable amount of time, it is recommended to bring the vehicle back when the concern is able to be duplicatedIf customer has concerned about vehicle and possible repair option he can contact Service Director @ [redacted] If he has concerns about quality of his vehicle he needs to contact [redacted] @ [redacted] Teresa M***

Case # [redacted] To Whom It May Concern:MsRoberts had the vehicle brought here for the recall where the alternator is to be replaced After replacing the alternator, technician found that the battery was undercharged and recommended replacement Customer chose to not have battery replaced Customer chose to purchase battery from another retailer She returned with the battery and our technician stayed after hours to install battery free of charge Technician found the retailer had accidentally sold the customer the wrong battery The service advisor informed her of this and the customer then returned to the retailer and purchased the correct battery She returned with the correct battery After installation of new battery, technician went to test drive the vehicle and customer flagged him down stating she did not have time for him to perform a test drive and that she had to leave ASAP Technician then surrendered vehicle to customer and she then left After leaving, she called back stating the vehicle had broken down ~3-miles away from the dealership She then had vehicle towed to an independent repair facility for storage and diagnostics The owner of the repair shop contacted us (Brown Automotive) in the month of March stating he had the vehicle there and that he saw that the alternator was not charging After speaking with the independent repair shop owner, the service manager at Brown Dodge advised him that if the alternator were bad, it would be a replacement covered under a parts warranty Brown’s had vehicle towed to our shop on April 4, after a corporate Chrysler representative had inspected vehicle to ensure alternator was not placing a charge Once vehicle arrived at dealership, installed a new alternator since recently replaced alternator was not operating properly After installation, technician found the new alternator was not charging either Upon further diagnostics, technician found the reason the alternator is not charging is due to a faulty Powertrain Control Module The Powertrain Control Module will be covered under the federal emissions warranty which will result in no financial responsibility to the customer.Brown Automotive will not be able to fulfill the customer’s request for reimbursement for the collision incident for the reasons following: 1.) The customer did not allow the technician to test drive the vehicle after the installation of the battery and 2.) The alternator recall does not require test driving after repairs, just an initial inspection at start up after replacement to ensure alternator is tightly secured and pulley is turning.Teresa [redacted] Customer Relations ManagerBrown Automotive Group

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe response from the business does not address my initial request of a face to face meeting with a representative of the dealershipI did not need an explanation of why/how repairs were made and provided those details only to display the many defects the vehicle has and the hardship those repairs have caused me
A satisfactory response from the business would include a phone call from the appropriate representative in order to schedule a meetingI would like this individual to be able to discuss either options to fairly replace my defective vehicle or how to avoid future financial and personal hardship when it comes to constant vehicle serviceI do not need to meet with an individual to hear why specific service was performed
Regards,
*** ***

This letter is in response to the notice from the Revdex.com concerning Mr. [redacted] and his [redacted].  The customer’s first concern listed in his letter references a problem with the instrument cluster in the vehicle.  The cluster experienced an internal failure causing the lights...

in the cluster to remain on.  This ultimately caused the vehicle to experience a dead battery where the customer had the vehicle towed to us through [redacted] roadside assistance.  After we (Brown’s) received the vehicle on 2/12/2014, we began diagnosis by communicating with [redacted] technical assistance.  After reviewing the concern with them, we were directed by them on 2/17/2014 to order a new instrument cluster assembly.  The part arrived on 2/19/2014; the part was installed on the same day and repaired the concern at no cost to the customer. The customer referenced bringing the vehicle here on 5/16/2014 for routine maintenance along with concerns of the temperature gauge not operating as designed, the windshield wiper fluid pump not operating as designed, an A/C vent had broken off and stating the car was pulling to the left at high speeds.  That same day we completed the routine maintenance of an oil change and tire rotation.  We also corrected the temperature gauge being inoperable by updating the software in the module that controls it at no cost to the customer.  The A/C vent concern was corrected as well by being popped back into place at no cost to the customer.  After diagnosing the washer fluid concern, we concluded the pump and nozzles were defective, at that time we ordered replacement parts for this concern.  These parts were installed on 5/28/2014 at no cost to the customer.  The technician was unable to verify the pulling left concern during the 5/16/2014 visit. The customer referenced bringing the vehicle here on 6/12/2014 with a concern of the check engine light being on and saying the turbo on the engine was not working.  After diagnosis, we found the check engine was on because of the turbocharger having an under boost problem from an internal defect.  These repairs were completed on 6/25/2014 at no cost to the customer.The customer referenced bringing the car here on 6/4/2016 for concerns of the check engine light being on, the car was shifting into reverse instead of first gear, the turbo was not working and was rattling when stopped and the passenger side sun shade had fallen off.  After diagnosing the technician could not identify any problems with the turbo charger assembly or its operation.  After diagnosis, the technician could not identify any problems with the transmission for shifting into reverse instead of first gear; advised customer to ensure reverse lock out is completely seated on handle when shifting into first gear.  After diagnosis, found one stored code for check engine light due to software needing to be updated in computer module.  This was performed at no cost to the customer.  The oil change performed at this visit was routine maintenance as the mileage during this visit was 31,365 and the previous oil change was done at 23,860.  The customer also references the concerns of the clutch problem due to a noise heard from transmission.  The customer spoke with two representatives concerning the guidelines of this repair.  It was explained to the customer that if we remove the transmission to inspect the clutch components and if the clutch components (i.e. clutch plate, pressure plate, flywheel) showed signs of neglect and/or abuse (i.e. slipping the clutch or riding the clutch) the repair would not be covered by any type of warranty since that is not a manufacturer defect.  It was also explained to the customer that if we remove the transmission and find failure of the clutch due to a manufacturer defect in parts, the repair would not cost anything.  On 6/23/2016 the customer brought the vehicle to us for clutch inspection.  First, technician performed a TSB for a possible slave cylinder defect to ensure this was not the problem.  This repair was done at no cost to the customer.  After this TSB was performed, the rattle described by the customer was still present.  Customer authorized removal of the transmission, so technician removed transmission and inspected and found main failure was from the clutch release bearing.  Replaced the clutch release bearing and ensured proper operation.  This repair was completed on 6/30/2016 and at no cost to the customer. Lastly, the customer referenced several items that have not been addressed due to the inability for the technician to duplicate the concern.  With any concern, technicians spend ample time to investigate the problem but if it is unable to be duplicated within a reasonable amount of time, it is recommended to bring the vehicle back when the concern is able to be duplicated.If customer has concerned about vehicle and possible repair option he can contact Service Director @ [redacted] If he has concerns about quality of his vehicle he needs to contact [redacted] @ [redacted]  Teresa M[redacted]

Case # [redacted]To Whom It May Concern:Ms. Roberts had the vehicle brought here for the recall where the alternator is to be replaced.  After replacing the alternator, technician found that the battery was undercharged and recommended replacement.  Customer chose to not have battery...

replaced.  Customer chose to purchase battery from another retailer.  She returned with the battery and our technician stayed after hours to install battery free of charge.  Technician found the retailer had accidentally sold the customer the wrong battery.  The service advisor informed her of this and the customer then returned to the retailer and purchased the correct battery.  She returned with the correct battery.  After installation of new battery, technician went to test drive the vehicle and customer flagged him down stating she did not have time for him to perform a test drive and that she had to leave ASAP.  Technician then surrendered vehicle to customer and she then left.  After leaving, she called back stating the vehicle had broken down ~3-4 miles away from the dealership.  She then had vehicle towed to an independent repair facility for storage and diagnostics.  The owner of the repair shop contacted us (Brown Automotive) in the month of March stating he had the vehicle there and that he saw that the alternator was not charging.  After speaking with the independent repair shop owner, the service manager at Brown Dodge advised him that if the alternator were bad, it would be a replacement covered under a parts warranty.  Brown’s had vehicle towed to our shop on April 4, 2016 after a corporate Chrysler representative had inspected vehicle to ensure alternator was not placing a charge.  Once vehicle arrived at dealership, installed a new alternator since recently replaced alternator was not operating properly.  After installation, technician found the new alternator was not charging either.  Upon further diagnostics, technician found the reason the alternator is not charging is due to a faulty Powertrain Control Module.  The Powertrain Control Module will be covered under the federal emissions warranty which will result in no financial responsibility to the customer.Brown Automotive will not be able to fulfill the customer’s request for reimbursement for the collision incident for the reasons following: 1.) The customer did not allow the technician to test drive the vehicle after the installation of the battery and 2.) The alternator recall does not require test driving after repairs, just an initial inspection at start up after replacement to ensure alternator is tightly secured and pulley is turning.Teresa [redacted]Customer Relations ManagerBrown Automotive Group

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have reviewed their response.  There are contradictory statements contained therein.  If the sales manager, [redacted] tried to locate one when I was in the dealership, why would she then say it would take up to six months.  The Cashmere color was on a flatbed truck in the front of the dealer.  The driver indicated it was being delivered to the dealership.  A colleague of mine was with me at the time and saw the color as well.  [redacted], [redacted] indicated that I am a good customer and I am.  I wrote he, [redacted] and the [redacted] of the dealership, [redacted] Brown letters that were delivered with a confirmation.  I'm bothered that NO ONE responded or even attempted to reach me.   I will travel to [redacted] or [redacted] to purchase my next vehicle and am finished with this organization.
Regards,
[redacted]

Case # [redacted] Service Director contacted Kelly V[redacted], who presented her concerns with her recent service visit about her [redacted].  The customer explained her main concern that the communication provided by the service representative at [redacted] was less than...

satisfactory.  While speaking with the customer and after investigating the matter, a Service Director apologized for the lack of communication we provided to her. Service Director also presented her with a free detail service with a value of $[redacted].** to show our desire to retain her business.   Service Director explained to the customer that I have spoken with the parties involved with her recent service visit about the problems with communication we created and moving forward the protocol expected by the company. Service Director also agreed to e-mail the customer all Technical Service Bulletins performed to her vehicle and, if any are present, a list of Technical Service Bulletins that are published for her particular model [redacted].  Teresa M[redacted]Customer Relations Manager

Case # [redacted]  Service Director contacted Kelly V[redacted], who presented her concerns with her recent service visit about her [redacted].  The customer explained her main concern that the communication provided by the service representative at [redacted] was...

less than satisfactory.  While speaking with the customer and after investigating the matter, a Service Director apologized for the lack of communication we provided to her. Service Director also presented her with a free detail service with a value of $169.95 to show our desire to retain her business.   Service Director explained to the customer that I have spoken with the parties involved with her recent service visit about the problems with communication we created and moving forward the protocol expected by the company. Service Director also agreed to e-mail the customer all Technical Service Bulletins performed to her vehicle and, if any are present, a list of Technical Service Bulletins that are published for her particular model [redacted].   Teresa M[redacted]Customer Relations Manager

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response from the business does not address my initial request of a face to face meeting with a representative of the dealership. I did not need an explanation of why/how repairs were made and provided those details only to display the many defects the vehicle has and the hardship those repairs have caused me. A satisfactory response from the business would include a phone call from the appropriate representative in order to schedule a meeting. I would like this individual to be able to discuss either options to fairly replace my defective vehicle or how to avoid future financial and personal hardship when it comes to constant vehicle service. I do not need to meet with an individual to hear why specific service was performed. Regards,
[redacted]

Case # [redacted]
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To Whom It May Concern:
Ms. Roberts had the vehicle brought here for the recall where the alternator is to be replaced.  After replacing the alternator, technician found that the battery was undercharged and recommended replacement.  Customer chose to not have battery replaced.  Customer chose to purchase battery from another retailer.  She returned with the battery and our technician stayed after hours to install battery free of charge.  Technician found the retailer had accidentally sold the customer the wrong battery.  The service advisor informed her of this and the customer then returned to the retailer and purchased the correct battery.  She returned with the correct battery.  After installation of new battery, technician went to test drive the vehicle and customer flagged him down stating she did not have time for him to perform a test drive and that she had to leave ASAP.  Technician then surrendered vehicle to customer and she then left.  After leaving, she called back stating the vehicle had broken down ~3-4 miles away from the dealership.  She then had vehicle towed to an independent repair facility for storage and diagnostics.  The owner of the repair shop contacted us (Brown Automotive) in the month of March stating he had the vehicle there and that he saw that the alternator was not charging.  After speaking with the independent repair shop owner, the service manager at Brown Dodge advised him that if the alternator were bad, it would be a replacement covered under a parts warranty.  Brown’s had vehicle towed to our shop on April 4, 2016 after a corporate Chrysler representative had inspected vehicle to ensure alternator was not placing a charge.  Once vehicle arrived at dealership, installed a new alternator since recently replaced alternator was not operating properly.  After installation, technician found the new alternator was not charging either.  Upon further diagnostics, technician found the reason the alternator is not charging is due to a faulty Powertrain Control Module.  The Powertrain Control Module will be covered under the federal emissions warranty which will result in no financial responsibility to the customer.
Brown Automotive will not be able to fulfill the customer’s request for reimbursement for the collision incident for the reasons following: 1.) The customer did not allow the technician to test drive the vehicle after the installation of the battery and 2.) The alternator recall does not require test driving after repairs, just an initial inspection at start up after replacement to ensure alternator is tightly secured and pulley is turning.
Teresa [redacted]
Customer Relations Manager
Brown Automotive Group

Revdex.com Case #[redacted]
Customer name is: [redacted]
On January 10th, [redacted] came in and looked at a [redacted] and a [redacted]. At that time she left us a deposit on the [redacted] and was to pick it up on Monday January 13th. At that time [redacted] changed her mind and wanted to get lease figures...

on a [redacted] in the color of Cashmere Pearl. [redacted] saw the color on I believe [redacted] website. At that time out sales manage [redacted] checked the locate computer and there were no vehicles available in Cashmere Pearl. [redacted] also tried to order a vehicle in [redacted] and was unable to do so. It’s not unusual for certain colors to options to not be available at various times. At that time [redacted] and the sales person [redacted] spoke with [redacted] asked [redacted] how long it would take to get the [redacted] and [redacted] said “I don’t know it could take up to 6 months.” At that point in time [redacted] chose the color Red for her [redacted]. Which we also had to go and locate. If the Cashmere Pearl would have been available, we would have certainly got that. The [redacted] arrived on January 17th and [redacted] took delivery on January 20th. The delivery appeared to go well and we felt like [redacted] left happy though we did have to give her another key. It’s my understanding at the end of February, [redacted] saw a [redacted] in Cashmere Pearl. I do not know where the vehicle came from ot whose vehicle it was, all I know is that the Cashmere Pearl was not available on any dealers lot that we could see, we could not order it and we have no idea when we could have gotten the vehicle in that color.
I informed [redacted] that we would not be able to just swap vehicles at no cost to them. But that I would work with them on a figure that we could both agree on.
In conclusion, I would like to acknowledge that [redacted] is in fact an excellent customer of the Brown organization and I’m sorry that there were misunderstandings.
Thank you,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In addition to the above offer, the Service Director also agreed to provide me with a complimentary state inspection and oil change.  Please update the written offer
Regards,
[redacted]

This letter is in response to the notice from the Revdex.com concerning Mr. [redacted] and his [redacted].  The customer’s...

first concern listed in his letter references a problem with the instrument cluster in the vehicle.  The cluster experienced an internal failure causing the lights in the cluster to remain on.  This ultimately caused the vehicle to experience a dead battery where the customer had the vehicle towed to us through [redacted] roadside assistance.  After we (Brown’s) received the vehicle on 2/12/2014, we began diagnosis by communicating with [redacted] technical assistance.  After reviewing the concern with them, we were directed by them on 2/17/2014 to order a new instrument cluster assembly.  The part arrived on 2/19/2014; the part was installed on the same day and repaired the concern at no cost to the customer. 
The customer referenced bringing the vehicle here on 5/16/2014 for routine maintenance along with concerns of the temperature gauge not operating as designed, the windshield wiper fluid pump not operating as designed, an A/C vent had broken off and stating the car was pulling to the left at high speeds.  That same day we completed the routine maintenance of an oil change and tire rotation.  We also corrected the temperature gauge being inoperable by updating the software in the module that controls it at no cost to the customer.  The A/C vent concern was corrected as well by being popped back into place at no cost to the customer.  After diagnosing the washer fluid concern, we concluded the pump and nozzles were defective, at that time we ordered replacement parts for this concern.  These parts were installed on 5/28/2014 at no cost to the customer.  The technician was unable to verify the pulling left concern during the 5/16/2014 visit. 
The customer referenced bringing the vehicle here on 6/12/2014 with a concern of the check engine light being on and saying the turbo on the engine was not working.  After diagnosis, we found the check engine was on because of the turbocharger having an under boost problem from an internal defect.  These repairs were completed on 6/25/2014 at no cost to the customer.
The customer referenced bringing the car here on 6/4/2016 for concerns of the check engine light being on, the car was shifting into reverse instead of first gear, the turbo was not working and was rattling when stopped and the passenger side sun shade had fallen off.  After diagnosing the technician could not identify any problems with the turbo charger assembly or its operation.  After diagnosis, the technician could not identify any problems with the transmission for shifting into reverse instead of first gear; advised customer to ensure reverse lock out is completely seated on handle when shifting into first gear.  After diagnosis, found one stored code for check engine light due to software needing to be updated in computer module.  This was performed at no cost to the customer.  The oil change performed at this visit was routine maintenance as the mileage during this visit was 31,365 and the previous oil change was done at 23,860.  The customer also references the concerns of the clutch problem due to a noise heard from transmission.  The customer spoke with two representatives concerning the guidelines of this repair.  It was explained to the customer that if we remove the transmission to inspect the clutch components and if the clutch components (i.e. clutch plate, pressure plate, flywheel) showed signs of neglect and/or abuse (i.e. slipping the clutch or riding the clutch) the repair would not be covered by any type of warranty since that is not a manufacturer defect.  It was also explained to the customer that if we remove the transmission and find failure of the clutch due to a manufacturer defect in parts, the repair would not cost anything.  On 6/23/2016 the customer brought the vehicle to us for clutch inspection.  First, technician performed a TSB for a possible slave cylinder defect to ensure this was not the problem.  This repair was done at no cost to the customer.  After this TSB was performed, the rattle described by the customer was still present.  Customer authorized removal of the transmission, so technician removed transmission and inspected and found main failure was from the clutch release bearing.  Replaced the clutch release bearing and ensured proper operation.  This repair was completed on 6/30/2016 and at no cost to the customer. 
Lastly, the customer referenced several items that have not been addressed due to the inability for the technician to duplicate the concern.  With any concern, technicians spend ample time to investigate the problem but if it is unable to be duplicated within a reasonable amount of time, it is recommended to bring the vehicle back when the concern is able to be duplicated.
If customer has concerned about vehicle and possible repair option he can contact Service Director @ [redacted] If he has concerns about quality of his vehicle he needs to contact [redacted] @ [redacted]
 
 
Teresa M[redacted]

Review: I called to schedule an appointment for my [redacted] that was not running. I spoke with Brandy & she informed me that Brown did not have an appointment for 10 days because they were down to 2 mechanics. I explained to Brandy that the [redacted] key was stuck in the ignition switch and therefore it would not be in the night drop box once the [redacted] was towed to Brown. I also explained that I had the battery checked and it had a bad cell. I took the appointment available in 10 days. My car was towed to Browns on the day prior to the scheduled appointment at 10PM. When I called the next day to be sure that my [redacted] had indeed made it to Browns, Brandy could not locate my [redacted] because she did not see the key in the night drop box. She said she would locate it and call me back. The next day, after no call from Brown, I called back & left a message for Brandy. The next day, I still had not heard from Brandy so I called back & was unable to speak with a human so I left 2 more messages. One message was for Brandy & one was for the Service Manager. Three days later, I still had not heard from anyone from Brown. I called back at 9AM & spoke with Gayle, another service advisor, & she said that the mechanics had not diagnosed the problem yet (this was 5 days after my scheduled appointment). Three hours later Gayle called back & said that the [redacted] was ready to pick up. The problem was a known problem with [redacted] and required a software update. This is a [redacted] Service station and took 5 days to figure out? I asked if the battery had been replaced. Gayle said she didn't know anything about a battery issue but would check with the mechanic & call me back. 24 hours later, I had not heard back so I called & left a message for Gayle. The next day, I did not hear from Brown again, so I called back & spoke with Gayle who stated she forgot to call me back & that the battery was fine. When I picked up the [redacted] the next day, the [redacted] could not be found & took 2 assoc to find it

Business

Response:

Case # [redacted] Service Director contacted Kelly V[redacted], who presented her concerns with her recent service visit about her [redacted]. The customer explained her main concern that the communication provided by the service representative at [redacted] was less than satisfactory. While speaking with the customer and after investigating the matter, a Service Director apologized for the lack of communication we provided to her. Service Director also presented her with a free detail service with a value of $169.95 to show our desire to retain her business. Service Director explained to the customer that I have spoken with the parties involved with her recent service visit about the problems with communication we created and moving forward the protocol expected by the company. Service Director also agreed to e-mail the customer all Technical Service Bulletins performed to her vehicle and, if any are present, a list of Technical Service Bulletins that are published for her particular model [redacted]. Teresa M[redacted]Customer Relations Manager

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In addition to the above offer, the Service Director also agreed to provide me with a complimentary state inspection and oil change. Please update the written offer

Regards,

Review: On June 24, 2016 I delivered a letter to GM Jay M[redacted] detailing numerous maintenance problems I have had with the vehicle I purchased from Brown and the associated repairs. The letter described how I was dissatisfied with the severity of problems, and lack of proper attention and complete repairs the problems have received. I requested a meeting with an appropriate representative of the business in order to discuss options for the vehicle, since I believe it will continue to need regular service well beyond what is reasonable. Mr. M[redacted] emailed me on June 29 to confirm that he had received the letter and had forwarded it to the appropriate individual. He stated that this individual would review the letter and associated documents before contacting me on July 1 when they returned to the office. As of the end of business on July 11, I still have not been contacted by anyone at Brown concerning my letter.

Business

Response:

This letter is in response to the notice from the Revdex.com concerning Mr. [redacted] and his [redacted]. The customer’s first concern listed in his letter references a problem with the instrument cluster in the vehicle. The cluster experienced an internal failure causing the lights in the cluster to remain on. This ultimately caused the vehicle to experience a dead battery where the customer had the vehicle towed to us through [redacted] roadside assistance. After we (Brown’s) received the vehicle on 2/12/2014, we began diagnosis by communicating with [redacted] technical assistance. After reviewing the concern with them, we were directed by them on 2/17/2014 to order a new instrument cluster assembly. The part arrived on 2/19/2014; the part was installed on the same day and repaired the concern at no cost to the customer. The customer referenced bringing the vehicle here on 5/16/2014 for routine maintenance along with concerns of the temperature gauge not operating as designed, the windshield wiper fluid pump not operating as designed, an A/C vent had broken off and stating the car was pulling to the left at high speeds. That same day we completed the routine maintenance of an oil change and tire rotation. We also corrected the temperature gauge being inoperable by updating the software in the module that controls it at no cost to the customer. The A/C vent concern was corrected as well by being popped back into place at no cost to the customer. After diagnosing the washer fluid concern, we concluded the pump and nozzles were defective, at that time we ordered replacement parts for this concern. These parts were installed on 5/28/2014 at no cost to the customer. The technician was unable to verify the pulling left concern during the 5/16/2014 visit. The customer referenced bringing the vehicle here on 6/12/2014 with a concern of the check engine light being on and saying the turbo on the engine was not working. After diagnosis, we found the check engine was on because of the turbocharger having an under boost problem from an internal defect. These repairs were completed on 6/25/2014 at no cost to the customer.The customer referenced bringing the car here on 6/4/2016 for concerns of the check engine light being on, the car was shifting into reverse instead of first gear, the turbo was not working and was rattling when stopped and the passenger side sun shade had fallen off. After diagnosing the technician could not identify any problems with the turbo charger assembly or its operation. After diagnosis, the technician could not identify any problems with the transmission for shifting into reverse instead of first gear; advised customer to ensure reverse lock out is completely seated on handle when shifting into first gear. After diagnosis, found one stored code for check engine light due to software needing to be updated in computer module. This was performed at no cost to the customer. The oil change performed at this visit was routine maintenance as the mileage during this visit was 31,365 and the previous oil change was done at 23,860. The customer also references the concerns of the clutch problem due to a noise heard from transmission. The customer spoke with two representatives concerning the guidelines of this repair. It was explained to the customer that if we remove the transmission to inspect the clutch components and if the clutch components (i.e. clutch plate, pressure plate, flywheel) showed signs of neglect and/or abuse (i.e. slipping the clutch or riding the clutch) the repair would not be covered by any type of warranty since that is not a manufacturer defect. It was also explained to the customer that if we remove the transmission and find failure of the clutch due to a manufacturer defect in parts, the repair would not cost anything. On 6/23/2016 the customer brought the vehicle to us for clutch inspection. First, technician performed a TSB for a possible slave cylinder defect to ensure this was not the problem. This repair was done at no cost to the customer. After this TSB was performed, the rattle described by the customer was still present. Customer authorized removal of the transmission, so technician removed transmission and inspected and found main failure was from the clutch release bearing. Replaced the clutch release bearing and ensured proper operation. This repair was completed on 6/30/2016 and at no cost to the customer. Lastly, the customer referenced several items that have not been addressed due to the inability for the technician to duplicate the concern. With any concern, technicians spend ample time to investigate the problem but if it is unable to be duplicated within a reasonable amount of time, it is recommended to bring the vehicle back when the concern is able to be duplicated.If customer has concerned about vehicle and possible repair option he can contact Service Director @ [redacted] If he has concerns about quality of his vehicle he needs to contact [redacted] @ [redacted] Teresa M[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response from the business does not address my initial request of a face to face meeting with a representative of the dealership. I did not need an explanation of why/how repairs were made and provided those details only to display the many defects the vehicle has and the hardship those repairs have caused me. A satisfactory response from the business would include a phone call from the appropriate representative in order to schedule a meeting. I would like this individual to be able to discuss either options to fairly replace my defective vehicle or how to avoid future financial and personal hardship when it comes to constant vehicle service. I do not need to meet with an individual to hear why specific service was performed. Regards,

Review: I leased a 2014 [redacted] in late January. I was told by [redacted], [redacted] that the color I requested and that was advertised on the website was not available. I told her that I would wait a few weeks for one to come in. She told me that the color would not be available for a minimum of 6 months. I needed a vehicle and took another color. Two weeks later I went to the dealer to get my second key for the [redacted] and I see a cashmere [redacted] on a flatbed being delivered to the dealer. I immediate went in to talk with [redacted] and she was not available. When we finally spoke a few days later she indicated that she would be glad to allow me to "trade up" for another $2,953.29 and the payment would increase by $58 per month. I asked her to discuss with the [redacted] and get back to me. I never heard anything from that point on. I had been driving a rental car for three weeks so as to keep the mileage off the [redacted]. Then on February 26th I wrote a letter to [redacted] Brown, [redacted] of the dealership and copied [redacted], [redacted]. After leaving six messages between the two neither of them returned my calls. On March 22nd I directed a letter with all of the details to [redacted], [redacted]. and [redacted] of [redacted]. I am hoping to hear from him. My complaint is not with [redacted], but with the questionable business practices of the sales department at [redacted], [redacted].Desired Settlement: I'm confident the dealer will not do anything to resolve this unless I pay additional monies. I just wanted to file a complaint. As a new customer of [redacted] I would have expected better. I will not purchase any vehicles again from this dealership.

Business

Response:

Revdex.com Case #[redacted]
Customer name is: [redacted]
On January 10th, [redacted] came in and looked at a [redacted] and a [redacted]. At that time she left us a deposit on the [redacted] and was to pick it up on Monday January 13th. At that time [redacted] changed her mind and wanted to get lease figures on a [redacted] in the color of Cashmere Pearl. [redacted] saw the color on I believe [redacted] website. At that time out sales manage [redacted] checked the locate computer and there were no vehicles available in Cashmere Pearl. [redacted] also tried to order a vehicle in [redacted] and was unable to do so. It’s not unusual for certain colors to options to not be available at various times. At that time [redacted] and the sales person [redacted] spoke with [redacted]. [redacted] asked [redacted] how long it would take to get the [redacted] and [redacted] said “I don’t know it could take up to 6 months.” At that point in time [redacted] chose the color Red for her [redacted]. Which we also had to go and locate. If the Cashmere Pearl would have been available, we would have certainly got that. The [redacted] arrived on January 17th and [redacted] took delivery on January 20th. The delivery appeared to go well and we felt like [redacted] left happy though we did have to give her another key. It’s my understanding at the end of February, [redacted] saw a [redacted] in Cashmere Pearl. I do not know where the vehicle came from ot whose vehicle it was, all I know is that the Cashmere Pearl was not available on any dealers lot that we could see, we could not order it and we have no idea when we could have gotten the vehicle in that color.
I informed [redacted] that we would not be able to just swap vehicles at no cost to them. But that I would work with them on a figure that we could both agree on.
In conclusion, I would like to acknowledge that [redacted] is in fact an excellent customer of the Brown organization and I’m sorry that there were misunderstandings.
Thank you,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have reviewed their response. There are contradictory statements contained therein. If the sales manager, [redacted] tried to locate one when I was in the dealership, why would she then say it would take up to six months. The Cashmere color was on a flatbed truck in the front of the dealer. The driver indicated it was being delivered to the dealership. A colleague of mine was with me at the time and saw the color as well. [redacted], [redacted] indicated that I am a good customer and I am. I wrote he, [redacted] and the [redacted] of the dealership, [redacted] Brown letters that were delivered with a confirmation. I'm bothered that NO ONE responded or even attempted to reach me. I will travel to [redacted] or [redacted] to purchase my next vehicle and am finished with this organization.

Regards,

Review: In January I had a recall repaired on my alternator in my [redacted] the evening I picked my vehicle up after having them install a new alternator it broke down before I could even get it home my vehicle completly shut down on me in the middle of the road rolled down a hill and into a shed. I called the dealership they told me it must be a underlying issue and I could pay to have it towed and pay for a diagnostics I had no money to do so because I just had to replace the battery due to the alternator failure that was under recall and they wouldnt cover the damages to my battery my vehicle set until @ the body shop until I had the money to have a mechanic look @ it upon having a local liscensed mechanic diagnose my vehicle they came to find it was indeed my alternator not charging my battery and it needed to be replaced I then again called the dealership back and was told I had to call chrysler witch I did they said because an accident was called that special investigations had to investigate they sent a man to come look @ my truck he diagnosed it as alternator failer as well. after going through 3 weeks under chrysler special inverstigations no one would return my call or anything I later got a letter that stated after the investigation they were not responsible for the damages to my truck even though browns negleted to test drive my vehicle after the new alternator was installed I have spoke with tim bower the dodge service dept manager and even had the mechanic who diagnosed my vehicle to call and no one is trying to resolve this issues I have been without a vehicle going on 3 months due to their neglegence I don't know what else I can do to try to get this matter resolved. Thank you very much!Desired Settlement: I want them to either fix the alternator right this time or supply the alternator and I will have a local liscensed mechanic put it on. also if possible I want to be compensated for the body damage to my truck in the amount of $486.00 (estimated damage) for wen my truck rolled down a hill into the shed due to their neglegence if the alternator was fixed right the first time or if it was test driven then all this could have been avoided my vehicle wouldnt have broken down causing this accident.

Business

Response:

Case # [redacted]To Whom It May Concern:Ms. Roberts had the vehicle brought here for the recall where the alternator is to be replaced. After replacing the alternator, technician found that the battery was undercharged and recommended replacement. Customer chose to not have battery replaced. Customer chose to purchase battery from another retailer. She returned with the battery and our technician stayed after hours to install battery free of charge. Technician found the retailer had accidentally sold the customer the wrong battery. The service advisor informed her of this and the customer then returned to the retailer and purchased the correct battery. She returned with the correct battery. After installation of new battery, technician went to test drive the vehicle and customer flagged him down stating she did not have time for him to perform a test drive and that she had to leave ASAP. Technician then surrendered vehicle to customer and she then left. After leaving, she called back stating the vehicle had broken down ~3-4 miles away from the dealership. She then had vehicle towed to an independent repair facility for storage and diagnostics. The owner of the repair shop contacted us (Brown Automotive) in the month of March stating he had the vehicle there and that he saw that the alternator was not charging. After speaking with the independent repair shop owner, the service manager at Brown Dodge advised him that if the alternator were bad, it would be a replacement covered under a parts warranty. Brown’s had vehicle towed to our shop on April 4, 2016 after a corporate Chrysler representative had inspected vehicle to ensure alternator was not placing a charge. Once vehicle arrived at dealership, installed a new alternator since recently replaced alternator was not operating properly. After installation, technician found the new alternator was not charging either. Upon further diagnostics, technician found the reason the alternator is not charging is due to a faulty Powertrain Control Module. The Powertrain Control Module will be covered under the federal emissions warranty which will result in no financial responsibility to the customer.Brown Automotive will not be able to fulfill the customer’s request for reimbursement for the collision incident for the reasons following: 1.) The customer did not allow the technician to test drive the vehicle after the installation of the battery and 2.) The alternator recall does not require test driving after repairs, just an initial inspection at start up after replacement to ensure alternator is tightly secured and pulley is turning.Teresa [redacted]Customer Relations ManagerBrown Automotive Group