Burger Auto Group

Reference: [redacted] Good afternoon Ms***, After doing some research on this matter, I'm still a bit confusedI spoke with ***, our service advisor and he assured me that our coupons are correct and that our standard oil, lube and filter charge is $ plus taxThe coupon that [redacted] said the customer had was a booklet of coupons we sent to our customers that included a oil change for $29.95, and it clearly says (this is not a check, not redeemable for cashOne transaction redeemable at Carl Burger CDJR onlyExpirers 12/31/The coupon book gives the customer a $savingsBottom line there is nothing unethical about the way we generate businessI have attached the coupon so that you can look at it as well Thank you, [redacted] ###-###-####

In regards to the Revdex.com complaint from [redacted] , here is what we concludedMiscommunication on our part lead to the GPS system being de-activated and not entirely removedWhen we de-activate the GPS it is rendered useless and will never communicate againAfter explaining this to Mr [redacted] , he removed the unit and we apologized for the inconvenience and frustration this may have caused him [redacted] General Sales Manager

Reference: [redacted]  
 
 
Good afternoon Ms. [redacted],
 
 
After doing some research on this matter, I'm still a bit
confused. I spoke with [redacted], our service advisor and he assured me that our
coupons are correct and that our standard...

oil, lube and filter charge is $46.95
plus tax. The coupon that [redacted] said the customer had was a booklet of coupons
we sent to our customers that included a oil change for $29.95, and it clearly
says (this is not a check, not redeemable for cash. One transaction redeemable at
Carl Burger CDJR only. Expirers 12/31/2014. The coupon book gives the customer
a $17.00 savings. Bottom line there is nothing unethical about the way we
generate business. I have attached the coupon so that you can look at it as
well.
 
 
 
Thank you,
 
 
[redacted]    ###-###-####

In regards to the Revdex.com complaint from [redacted], here is what we concluded. Miscommunication on our part lead to the GPS system being de-activated and not entirely removed. When we de-activate the GPS it is rendered useless and will never communicate again. After explaining this to Mr. [redacted],...

he removed the unit and we apologized for the inconvenience and frustration this may have caused him. [redacted]
General Sales Manager

Review: On 7-28-2013 I purchased a 2009 dodge caliber that was said to been a certified used car from Carl Burger Dodge. Before I could make first payment I began having issues with brakes, steering, suspension and to my thinking the transmission but im not a mechanic.

On 9-14-2013 I was able to take in on my time and in hope of getting all issues handled. I advised the gentleman helping me to at least drive for 20-30 miles in distance at bout 60-70 mph to hear a winding sound. Also told him bout brakes squeeking suspension sound in rear passanger area as well grinding in steering when making sharp turn or u turn. I left car at shop and they gave me ride home. About 1:00 PM I received a call from shop stating they would be handling all issues but RECOMENDED a couple services that were not covered by warranty. That beieng changing spark plugs and rotating tires. I was in disbelief to what I was hearing. I replied what are you saying that my spark plugs are bad and tires worn. I just got car should not have these repaired already but thanks for agreeing with me for reasons I have brought car in. . He said its just a recommendation, not saying they are bad. Whatever that contradictive statement means. So I declined services because I have true service date in October. When picking up car I looked over paper work and only the simple squeak sound in brakes had been fixed to which I was complaining about. In viewing paper work I noticed that it had said spark plugs were worn and gapped and tires have began cupping. A lot different from what was told over phone of a recommendation of services. So at that point began to get a little upset seeing all this and not understanding how could be possible that a car newly purchased and certified could have these issues along with only one minor issue being repaired. The gentleman told me I should come back during the week when management was around to complain to them and he was understanding of why I was upset.

I went into dealership on 9-18-20013 to talk with a manager of my complaints. I talked to a sales manager briefly. He quickly pawned me off to a service manager. Like first manager pawned me to a tech. I told tech all my issues and complaints. We drove it for a short stretch. He said he heard a little sound but is normal,I replied need to drive for at least 20-30 miles at speeds of 60-70 mph. he checked fluids as I knew were fine because I check regularly anyway. told him about recommended services that I had been offered from previous date. He said he didn't understand why they did that and was going to talk to them about that. Further more he informed me that certified cars do not get simple tune ups before selling to new owner. I couldn't believe my ears heard that. Tech also agreed that he did not know why they stopped doing tune ups. So he sent me on my way stating that I should continue driving to see if issue persisted and to contact him directly if such matter occurs. I was a little shocked that he told me this since I knew the noise would for sure be heard when driving the recommended miles I have stated to dealership so many times.

On 9-21-2013 I was headed to beach and noise had become louder than I had heard . I called tech and told him it was getting bad and was gonna come by now. He said he was busy. I said I wanted him to hear it now and get ready that would be in about !5 min.. When arriving I left car running and went to see tech. He said he could break away in 15 min. So leaving car running and waiting I Began thinking if were transmission it may cool down anyway since car was in park but left running anyway. Tech finally came out and we took for a drive. In doing so he said he heard something that indeed related to transmission. I said that sound is nothing to what is heard after driving distance I stated once again. We took to other service department and was given a date to bring in for service. Again getting pawned off so I felt anyway.

On 9-24-2013 again take in for service. I recieved a rent a car for this to take place. Have left early as well arrived late for work a number of times. At this point or even before have stated and felt I should get a refund of money or given a different car that im satisfied with ..no one should be expected to keep a car that has this much problems. I went to a dealership thinking it would be to my best interrest to buy a car from a claimed 5 star dealership than to buy from a privately owned owner. All my cars that ive bought in past have been junkers but not one of them started having problems this fast and especially on a transmission or major part. I feel like ive been taken advantage of and stuck with a car that will continue to have problems. Logic and a little sence as well wisdom says something goes wrong this quick it well be a chain reaction of more to come. I also di some research and found that a recall had been made on same make model and year as mine for transmission issues.

On 9-25-2013 I recieved a call from shop stating they were going to go ahead and order a transmission and would take up to 2 weeks and that its something internally and would be all right to pick it up and continue to drive until the transmission is replaced. So I go get my car and taking percautions and seeing if they really know what they are doing I took a pic of odometer to see if they even drove the car as I had recomended so many times. Guess what it had not even been driven a mile. This is when I became very uneasy and frustrated. I went straight over to talk to managers again. As I was driving to other part of dealership I noticed an envalope on seat . I opened it and it was a special offer to trade in my car . That seems a little fishy to me I thought to self but I was headed to talk with managment any how. I waited for 30 min or so before I got to speak with any one higher up. I was taken into a side office where I made it clear that im tired of this bs. Nonstop running around . Didnt even want this car and or even want to deal with this dealership any more . Funny how they say they couldnt find anything when I first took it in then they find something wrong without even driving it anywhere. To me they only got and or said its a tranny problem to get me off their back. My issue now is ok maybe they did find a tranny issue but wouldnt and shouldnt they want to make sure the sound I heard be different than what they think it is. The response I got was the computer tells us everything. My other problem was if I drive on a bad transmission it will cause stress on engine or other parts that effect driving. They said the drivetrain couldnt cause harm to rest of car. Ive always been told as well have experience with if theres something wrong with car dont drive it , it will cause more damage and effect rest of car. And well how about my safety as well as all on road around me. Unbelievibly they say nothing will happen. I tell them I wanna talk to the highest manager possible and or ceo , manager or owner. They say they will have a higher up call me first thing tomorrow.

So now its 9-27-2013. I waited for 2 days and finally talk with suposibly a higher ranked manager, I go thru same story ive told over and over again. He tells me I will not be able to get my money back and will be real hard to get me another car. He also says to me sir your not the only one that has issues with your dodge. We have more and more coming back daily. Oh and thats suppost to make me want to even deal with a dodge at all I say. I told him of the recall on same make model and year, tell him I think I sould of been told this before I made purchase. He tells me all dealers have recalls all the time and get handled. But I have learned from all this and dealing with techs that these type transmissions are incased so techs can not get into them to service as well a whole new tranny was not made for recall, they simply send them to manafacture and are sent same new one. So with that said I will continue to have tranny poblem for the life of the car.In turn after warranty expires I will have a tranny issue and will not be covered or replaced. Why sould I want to own this problem. Well I say I dont want this car at all . He then says he will have the head of sales call me back. He was to get off phone with me and other guy to call me right back

It is now 10-01-2013 and have not heard from head of sales and or finance represenative. Im irrate and car has worsend and am hearing more knocking in engine and howling. I go to dealership and am not nice bout this. I talk with 3 managers and admit that they droped the ball on finnace guy calling me , that he was and is still on vacation. I say why didnt head of service call me back to let me know. They say we just found out he was on vacation. BS if u ask me. I continue to say my car has got worse and sounds bad and seems to be loosing power. They act surprised. I say thought it would not put stress or ware on car. They still say it will not. So I leave in car for work and I begin to hear noise again. So I decided to record sound to my phone. It gets bad more than it had ever. Im on freeway with it floored only doing 70 mph. Then it gets so bad I have to get over to shoulder. FLooring it only doing 30 mph. they said to drive it that it will not harm anything so thats just what I did doing 30 all the way to work. I get to work and call dealership letting them know I barely made it and theres no way I can make it back to them and also coolant had sprayed out of over fill. THey again act surprised at this. He tells me they will get a tow truck to pick it up. I do not hear from him all day so I began calling back and saying how am I to get home and work for rest of week. I left 3 msgs. He finally called back but I had already got a ride home.

10-02-2013 had to be on time for work so could not go to dealership to talk with them. get to work and havent heard back from dealership to tow car. I call and they finnally get a tow truck in to tow car back to dealership. Also was told I will be given a rent a car. Couldnt make it by 6 pm to get rent a car.

10-03-2013 go to dealership before work to get rent a car. Just told that they will get back to after they look into problem. I recieve a call bout 5 pm saying that this is a wierd situation and can not find anything wrong. I tell him well I have recording of this happening a ten minute recording, further I say I thought your little computer tells you everything. He replies well we have to hear the sound first, WOWWEE isnt that something, I told them endless times and weeks ago to drive it 20-30 miles in distance at 60-70 mph. So how did they find out the tranny was bad if they did not even drive my car a mile . Doing circles and all is contodictive .

10-04-2013 I take phone to dealership before work to let them hear sound. They tell me they dont know what it could be and dont know where coolant was coming from.I reply once again the overfill resavore , if you looked you could see resadue of coolant all over. I also say thought tranny wouldnt play an issue on the engine it must of because its obviouse it was getting overheated. They again say it wouldnt mess with rest of car and that they are gonna wait for tranny to get put in and see what happens. I reply why wait you already have it and is in the air and you heard noise that I recorded and should be able to hook it up to your little stupid computer to find out the issue. nothing more said. I leave pissed and done with all this

10-11-2013 I pick up my car and am told every thing is good to go.I asked what caused me to have the issue on freeway that occured on 10-01-2013 (bogging down to 30 mph on freeway with gas pedal floored).He replies dont know. So I say that it had to do with me driving on a tranny that was bad and was advised that nothing would happen but by doing so it caused stress on my engine. he replies no the drivetrain has nothing to do with it and wouldnt stress engine.I respond well then you just said you didnt know what happend that day and wouldnt cause ware on engine so my car is still not working proper. He then says look I dont care what you do , You can lemon law it if you want. I reply I figured that much that you dont care because you wouldnt allowed me to drive a car that is known to have issues with tranny for 2 weeks while waiting for new one for the simple fact of my safty as well all on road around me. he then states why should we tell you not to drive over a NOISE. I then say a NOISE! A NOISE thats not to be there is a noise that is a warning for something more to happen. It was just a noise ,cant control that he says.I then tell him that I cant believe his bosses and or managers told me that the computer tells everything thats wrong with car. he says thats not true we need a noise to further the senario of issue. I then say then why couldnt you tell me what happend on freeway, I recorded sound and let you hear it. Nothing but silence in room. I also asked how iz it that managment tells me it would be next to impossible to get me into another car and I get envelopes in my car about trade in etc everytime in my car when picking up from being fixed. He says I put those in there and they said that to you I can call sales and we can get you something. I said I will wait Because I have already contacted consumer affairs complaints and will wait to see the outcome of this.

So as I stated above I did contact consumer affairs and waited for reply from dealership and or consumer affairs. 10-21-2013 I recieved email from consumer affairs stated that since dealership never responded to them or myself that they have closed the case. To me that says dealership knows they are wrong. Also cant believe that consumer affairs would close case with no reply from dealership. That seems odd and almost leaves me to believe there is some kind of shannanagines going on. So I have waisted more time and in that period my car has worsened as far as other issues that have not been fixed from start of this mess. That being suspension , brakes, and steering in which were all said to be not found.

So this is where im at , A HUGE PROBLEM THAT I SHOULD NOT HAVE TO PAY FOR, NOR HAVE TO BE STUCK WITH. AN INVESTMENT OF NOTHING BUT TROUBLE. THERES GOING TO HAVE MORE PROBLEMS WITH THIS CAR FOR AS LONG AS IT IS ON ROAD..I WAS BETTER OFF GOING AND BUYING A CRAP CAR, BECAUSE AT LEAST I KNOW WHAT I WAS BUYING...CRAP..CRAP THAT WOULD BE PAYED OFF AT LEAST...Desired Settlement: I think they should either swap the car for a car of my liking and satisfactory..and not a certified car, a new car. Or my money back and I go somewhere else and that's what I really want to happen. cant trust these people and have all right to feel that way. Even all managers and employees agreed with me on that. Weird but true..In either case they need to take this car back.

Business

Response:

11/1/13

To whom it may concern,

This letter is in response to a letter we received from the Revdex.com regarding the purchase of a 2009 certified vehicle from Carl Burger DCJR by [redacted] and assigned ID # [redacted].

Carl Burger is a licensed new and used car dealer in La Mesa, Ca. and has been family owned and operated since 1952. We make every effort to satisfy every customer with respect to product concerns. We are always willing to review customer concerns and address them fairly with the hope of amicable solutions.

We have read Mr. [redacted]'s correspondence dated 10/28/13 while we have empathy for his concerns, we don't agree with the chronological order of the events and or outcomes of those points of contact. However, we do agree that he purchased the car on 7/28/13 and that the car was seen by our service team on three occasions after that date:

1) 9/14/13 Customer states- A) Grinding noise when making right turns- Dealer unable to duplicate. B) Noise when letting off brake pedal- dealer lubed rear brake backing plate’s noise is gone. C) Rattle in rear when going over bumps- dealer found customer added aftermarket rear speaker hardware making the noise. Since this is not an O.E. part dealer does not adjust.

* Dealer does recommend spark plugs-customer declines

2) 9/24/13 Customer states- A) transmission is whining very loudly after 20 minutes or so of driving. Dealer finds that the transmission does have a bearing that is making noise and places an order for a replacement unit. However, it is not a safety issue and customer can continuing driving car until the replacement unit arrives from Chrysler.

3) 10/2/13 Customer has car towed and states vehicle is leaking coolant. Customer is provided (no cost to customer) a rental while the diagnosis takes place. Dealer is unable to find and coolant leak or loss of coolant. Cooling system is pressure tested and passes a 30 minute evaluation. While the vehicle is at the dealer the replacement transmission arrives 10/4/13 pm (Friday). Repairs start 10/9/13 and are completed 10/9/13. Dealer attempts multiple calls starting pm of 10/9/13 for customer to pickup. On 10/11/13 customer picks up vehicle.

Mr. [redacted]'s car is covered by Chrysler's certified used car warranty for 6 years or 100,000 miles from date of original operation (3/4/09) which is good at ANY Chrysler dealer in the <st1:country-region w:st="on"><st1:place w:st="on">United States</st1:country-region>. While the above may have been a frustrating, to the best of our knowledge the situation it has been remedied by Carl Burger and Chrysler.

The request to replace this car with a new vehicle or repurchase this one is not reasonable and we will not comply with the request. However, Carl Burger as a gesture of "good will" offers Mr. [redacted] a check for $120 to replace the spark plugs that were recommended back on 9/24/13 which will allow him to decided when and where the repairs would take place. At this time we are not aware of any other open issues with respect to this vehicle or transaction that would require further action. We remain committed to assisting Mr. [redacted] should the need arise in the future.

Sincerely,

GM

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

To [redacted] or to who this may concern

I have read the response to may dated complaint statement and find many factors left out. You will see that facts have been sent in as stated on service receipts and other paperwork done by this dealership. I'm not going to go thru the who story in this statement as I have given you this already. I'm simply going to fill in the holes that have been left out, as I dispute the chronological order that has been stated in your letter and have proof to this.

1)a 9/14/13 Major factor that set this whole issue into play that being the noise heard after driving 30 miles in which I thought to be the transmission though im not a mechanic nor a tech.

2)b Still have noises and or grinding in steering and rattle in rear.

3)c* Yes I did decline spark plugs and as well tire rotation for reason that my true service date was not till OCT 7th and why should these services be taken seeing that I had the car for only a few weeks at this point. Had I not come in on my own terms for issues would I even made it to my service date. Thus more by offering me these services verifies the reason for me bringing car in as well tells me there must be major problems with car. Should not need these services this soon into ownership.

4) 9/18/13 I did complain to management and was pawn off to a tech by the name of [redacted]. I directly dealt with him for hopes of getting this problem taken care of once more. This is fact and have a business card he gave to me. He is probably the only individual that has helped me and got the ball rolling.

5) 9/21/13 I contacted [redacted] and was able to duplicate enough of the noise for him to recommend my transmission to be looked at or serviced. He spoke with service tech to get this to happen therefor giving me the appointment on 9/24/13.

6) 9/24/13 I turned my car in to be evaluated for transmission issue. I never stated any amount of time for noise to be heard, always stated in miles or distance due to having roughly 30 miles two times a day , to and from work. The typing of service tech has been changed on all dates that have brought in for servicing as can be seen on paperwork. I strongly disagreed with continuing driving car with a known bad transmission with simply logic and knowledge that being if tranny is bad it will cause ware on engine and or worsen the problem therefor shorting the life of a car. I was told by techs as well management that nothing will go wrong.

7) 10/1/13 My car has a major issue on freeway and bogs down to 30 mph and starts to overheat and coolant is sprayed out of overfill container. I have a recording of noise that can be verified .

8) 10/2/13 I indeed have car towed though not for a coolant leak but for safety of myself as well anyone else on road around me. Why would I get car towed for a coolant leak that is ridiculous.

9) 10/4/13 I took recorded noise to show tech so he could have a better idea to what went wrong on freeway. Till this day I still have not received an answer to what happened on freeway therefor leading me to believe tranny caused that to happen in which I was told repeatedly that nothing would happen and no stress on engine would occur and was safe to drive. Or there is still something wrong with my car and can expect at any given time to occur again. You pick which ever you like but either or make for a happy and or satisfied consumer.

10) Now lets go to certified checklist

a) do not have keyless entry...was checked

b) do not have cruise control... was checked

c)do not have trip computer/overhead console. This as well checked

I find it very hard to believe any kind of check was made to this car seeing that would be impossible to even gain access into my car with a keyless entry.

THIS IS MISREPRESENTATION...

11) How bout the recall on this same make model and year. Firmly believe this should of been brought to my attention thus making my decision on purchase of high dollar investment.

THIS AS WELL IS MISREPRESENTATION

12) If im not able to do anything with this car rather it be swapped, traded or refunded money then why have I received two special offers placed in my car after picking up for service..hhhmmm ...FALSE ADVERTISING...

I see no other reason why these facts have been denied or left out other than knowing guilt on your staff and management. [redacted] I relies you are only going off what you have been told and responding as a GM of this dealership, but maybe after reading and seeing all these facts you may want to revaluate who you have in management and working for you. This has been everything and more of a nightmare and a left with a bad taste in my mouth. I've went far and beyond to help with issue to be solved and gained nothing more than disrespect, belittled, dishonesty, and simply a poor presentation on all levels of quality standards of products. Simply should not be stuck with a faulty car that started having problems before making first payment...

I strongly urge you to come to terms with what I have asked in compensation, that being..

1) a swap for a new car of my satisfaction, as you will still be making money off me.

2) Or my money that I have invested to this point...starting down payment and payments made thus far.

If these options will not be granted I will further my case to a more legal way and do believe I have a strong case that will see this to my favor.....

thanks

Regards,

Business

Response:

[redacted]

Operations Manager

[redacted]@sandiego.Revdex.com.org

###-###-####

Review: ON JUNE 04, 2013 t approximately 0620 pm my vehicle was towed to the service dept. the keys were left in the safe box authorizing a diagnostic in the mrg. I tried contacting them at 8, left a voicemail, at 9. I explained to the service advisor I needed to know what was wrong with my vehicle. [redacted] was my service advisor. he assured me tom was looking at my vehicle already. I show up to the dealership at noon, that was my only ride there since i'm not from that area. my vehicle had not been looked at. at 1230 I was given a verbal estimate by [redacted]s of $900.00h stated it was the water pump and water reservoir. they were asking for $700+ for the water pump and 150 for the plastic container.he also gave me extra repairs, the o ring and the time belt. He spoke to my husband and gave him a $2000+ estimate.I explained we had previously spent $3800 for a new transmission there, asked him to lower the price. he only reduced it by $50.00. I paid $120 for the diagnostic and he would not release the vehicle to me. he stated the mechanics were out at lunch and it would be an hour 30 min. until they came back. I couldn't believe they were not releasing my vehicle, I explained I was not from around there. I spoke to the other service advisor. he said I had to wait, that [redacted]s was right about the mechanics being out at lunch. in the meantime I went to enterprise and got a rental and called a towing truck. I spent $250 for the towing truck and 99 for the rental. my insurance had towed the car the day before so it didn't cover this expense.Desired Settlement: I am asking for atkins and the service advisors to get proper training of how they can not purposely make customers wait there if they choose not to have repairs done there. I had my vehicle towed to another mechanic shop in Escondido. it was not the water pump at all. it was just a radiator hose that needed to be replaced and the water reservoir. I plaid $208.49 for the diagnostic including parts and labor. I'm also requesting a full refund for the diagnostic and rental.

Business

Response:

I received a letter informing me of your past service visit. It looks like the reason we were unable to release the vehicle when you arrived promptly was due the technician that was diagnosing your vehicle being at lunch and he had not yet put his finding on the repair order. We like for the technicians to put the story in as to what they found, that way the findings are accurate. If we were to have the service advisors put the stories in, we may miss an important part of the needed repairs. It has been our experience with the 3.5L motor that your 300 is equipped with that when coolant is noticed from behind the timing belt cover, that the water pump seal is leaking. Please be vigilant to keep checking the coolant to monitor its level.

Review: This was the worst dealer I ever dealt with. The sales manager was rude, disrespectful, and a scam artist. I have never been treated so poorly in dealing with any other company. EVER! My wife and I were belittled. We were treated like we were stupid. Went to buy a new jeep patriot. They showed over a dozen in stock on their website, yet only had about 3 on the lot. When we found 1 we were interested in, we went to run numbers for financing. We were told some outrageous payment price! We said that was waaay too much. I had $10,000 cash in my pocket for a down payment (even though I didn't want to spend all of it) We were low balled on our trade in. I told him we had a cash offer from another dealer for $500 more. That's CASH! He says, "why didn't you take it?" HAHA!! Because its worth more than that! He came back a little later with a higher interest rate, a 6 year loan instead of 5 and only $5 a month difference in payment. He just said, "well, maybe you should find a cheap used car for under $10k. I then proceeded to explain, I can buy that car in cash RIGHT NOW if I wanted to. We left. I have never been treated so poorly in my life!Desired Settlement: I want these people to value their customers. Treat people as people. We are not under you because we want to buy a car. I felt like a prisoner on death row. Treated like dog droppings in the back yard. Anyone looking to buy from you should be treated like a king. Regardless of how much money they do or do not have! Learn some respect carl burger dodge employees!!

Business

Response:

This customer was in the Dealership on 1/18/2013 customer wanted a $200.00 Payment with a low down, wanted a specific vehicle that would not allow them to fit in the budget they requested. We tried to work a deal with him on a less expensive unit and customer refused.

Thank you

General Sales Manager

Review: I had a PCU (Engine/Power control unit) go bad on my 2005 [redacted] in 2/2014 and their folks performed a replacement (new parts and labor) for $1100.

I paid the premium of their service costs, as I trusted your dealership to do an excellent job-- I always had a great experience with the 3 cars I had purchased from Carl Burger in the late 90s / early 2000s.

After myself and my mechanic spoke to their parts and service people, the following occurred:

1) I was informed I couldn't be sent my receipt, and they couldn't honor it without an original receipt. I dug through my old paperwork and (eventually) found it, and provided it to my local mechanic.

2) After asking how long the warranty is good for, I was informed 2 years. When it was mentioned it was an early 2014 purchase, I was told it was a 1-year warranty since it was purchased in february-- it would have been 2 years warranty if I purchased it a few months later in the year.

Currently, this ECU/PCU has 4400 miles on it.

I've been given the runaround all day from their junior level people, Seems like no matter who you talk to, they need to contact someone else to find out if they can do it while giving me denials.

I've had the car into multiple mechanics in the last year to find the electrical hiccups:

1) Car has turned itself off while driving at speed ~6 times in the 4400 miles. (shop 08/14)

2) Car intermittently decides it doesn't like 4-low. Errors displayed on dash, no codes on ECU (11/14)

3) Various random alarms displayed on dash while driving (including CE)-- no error codes on ECU. (11/14)

4) ECU does not recognize my key. (07/15)

Two different shops were unable to resolve the issues, though I have full documentation from the visits. This is an ongoing problem, and my mechanic has made it clear that the past issues were clearly ECU-based.

Thanks.Desired Settlement: Parts and labor warrantied, and preferably performed by another repair shop. After speaking to them about this issue, I have a hard time trusting them.

Review: Carl Burger Service Dept. told me my engine "blew". After passing inspection for negligent use. I was told I was having my eng. replaced, the entire engine, under warranty and it would take two weeks. ThenI was told my engine was on back order, then they didn't make it, then back to back ordered, until Four months later, I was told they delivered a "crate shipped" engine. After two weeks, I finally received my vehicle. 6 moths and 15,000 miles later, my engine "blows" again. I take it to Poway Dodge to hopefully avoid the lengthy reapir time and receive more accurate information. I am told the engine is not new. The short block was the only new part of the engine and the rest is parted out from old cars. No explanation is given to the cause, but now we are asked to pay over 1,000 in non covered patrs and fees because our 100,000 mile is not valid since the parts are now "mopar". We exceeded "Mopar" warranty by 3,000 miles. Point is an engine does not just "blow" again when the service is done right. Additionally, I reviewed the 1000.00 list of parts and each and every one was supposedly replaced as new with Carl Burger. I sat down in person with the service manager and he said he would speak to the regional/district manager . She apparently told The service manager to tell us to pay the money and they'd consider reimbursing. This coming from a company who lied about their replacement parts dn is failing to stand by its product as well as fraudulently billing me for parts that could not/ should not wear out in 15.000 miles. Parts such as engine mounts. Our initial mounts lasted from 2007-2014 date of service. The second mounts last less than a few months? Yet this is an item we are billed for. The service manager at Carl Burger said the parts were not the same until I showed him by part number the were. Either Carl Burger didn't replace the parts, Poways Dodge is fraudulently billing or a combination. Our vehicle is still at the dealership. We refuse to pay.Desired Settlement: I would like to see the vehicle repaired and inspected at no cost to myself, so I am assured work that was done was done right.

I requested to speak to a district manager. no one will return my call.

Thank you so much

Business

Response:

The 2007 Dodge Charger owned by [redacted] was brought to Carl Burger Dodge on the 11th of September 2012. The customer had a concern that there was a ticking noise from the engine. The vehicle was inspected the following day. It was determined that the connecting rod bearings for cylinders 3, 7 and 8 had failed. The [redacted]s had an active Chrysler service contract. The service advisor contacted the warranty department it was determined that an inspector was going to need to look at the damage to determine coverage. The inspection was done on or around the 13th of September. Once his reports were filled with Chrysler, it was approved to replace the short block assembly.

The short block was ordered by our parts department. When Chrysler accepted the order we were notified that the part was on a national back order with no ETA. Chrysler agreed to keep the [redacted]s in a rental at no expense. After several release dates for the engine, Chrysler shipped us a remanufactured short block assembly on the 21st of December 2012.

The short block arrived at Carl Burger the first week of January 2013. The technician completed the repairs on the 9th of January 2013.

AS part of the repairs covered under the Chrysler Service contract, new engine mounts, an oil pickup strainer, a new water pump and assorted gaskets and fluids were changed at no additional cost other than their $100.00 deductable.

The customer did however agree to pay for a new thermostat and new spark plugs at their expense.

On the 28th of January the [redacted]s came to my office to discuss the issues with their car. They informed me that the engine was having a problem and Poway Dodge needed to replace it. The short block was covered under a 3year or 100,000 mile limited warranty from Chrysler. The concern they had was the other dealer told them since the car ran hot they needed to have the cylinder heads machined and they were also told the engine mounts needed to be replaced.

After looking at the receipts the part numbers for the engine mounts were the same as the ones replaced at Carl Burger during the repairs to the engine. Those parts came with a 12month or 12,000 mile warranty on them. During our visit, the [redacted]s were unaware of the mileage that was currently on their car, so we were unable to determine if they would still be under the 12/12 warranty.

I explained to them that based on the mileage I could see in the Chrysler warranty website, the car had surpassed the 12/12 warranty. I informed the [redacted]s that I would not be able to assist them because there was no warranty left, however I did offer to contact my Chrysler District manager and ask for assistance for them. After speaking with my Chrysler D/M, I was told that Chrysler would consider reimbursing them after the car had been picked up and the bill settled. I explained that to the [redacted]s after I received that option from Chrysler.

Review: These guys told me and put it in writing twice that they would not pull credit (I already had financing) and guess what - they did it anyway. I am in the process of buying a house and unfortunately, this really creates a dilemma. They did this maliciously in my opinion after I had made it well known to 3 different people NOT to do that.Desired Settlement: They need to contact CREDCO whom filed the HARD INQUIRY to my credit report and get it removed immediately. They were unauthorized to do so!

Review: On September 7, 2007, my wife [redacted] and I, went to Carl Burger since [redacted] had searched the internet one Chysler Pacifica and they had just one.

At the dealer we realized we had some signs in announcing LIFETIME POWERTRAIN WARRANTY.

Immediately after our arrival came to assist us and give us the car and make sure that anything engine or automatic transmission to happen to the car, would be fixed by a lifetime warranty.

After some time and have chosen the car of our choice, we were introduced to another person who was the one who gave us the price negotiated and finally we also talked with LIFETIME POWERTRAIN WARRANTY.

Finally after a long time and took us to another individual with which I signed the papers and also ensured the LIFETIME POWERTRAIN WARRANTY.

In short, 3 people attended and we each got the benefits of that purchase with LIFETIME POWERTRAIN WARRANTY.

Since last year, the car has been consuming a lot of oil so my wife took him to the agency to revise the damage and he was told that he had to get an Oil Consumption test.

They could not do because a light indicated that the catalyst was in disrepair and had to correct it. The price of this adjustment was too much for our budget so it was not out at that time.

On July 18, 2013, with the catalyst car fixed, I took the car to National City agency to make him the Oil Consumption Test and there I was told that the warranty had expired.

Quickly I went to the dealer and tell them what had happened and although its computer indicated that I had the LIFETIME POWERTRAIN WARRANTY, it was only for cars 2009 onwards, my car is 2007.

This person told me I had to call directly to Chysler to expose my problem.

Chysler Calling the next day, someone told me that the agency at the time of signing, I had given a paper saying that I should have taken the car to revision at 5 years and of course I took as the warranty had expired.

I told him that we had attended all 3 people and we were assured that the engine and transmission had NEVER lifetime warranty and they said something about the review of 5 years now.Desired Settlement: I want Chysler keep his word and do the necessary repair in case that the car need it.

Business

Response:

On September 07th 2012 the [redacted]’s brought in their 2007 Chrysler Pacifica for 3 items. The first item was to have the Chrysler Limited Lifetime Power train Warranty inspection completed, the second was a concern that the vehicle was using excessive amounts of oil, and the third was an oil and filter service.

Review: Carl Burgers offers a coupon style oil and filter change that appears to be a discount coupon but in actuality it is just a way to scam people into believing that they are actually getting a discount. VERY VERY SHADY business practice! I mentioned to Mr. [redacted] at the service counter....how often does this catch people by surprise? He stated hardly ever however the person right behind me experienced the same thing. Bottom line this is just a very unethical way to generate business. We will never return to this business again. Funny thing is that they scammed their $34 out of us but we were actually in the immediate market to purchase a vehicle from them. They now lose that sale over $34 advertising scam. Not real bright?Desired Settlement: Do the right thing Carl Burgers.

Business

Response:

Reference: [redacted]

Good afternoon Ms. [redacted],

After doing some research on this matter, I'm still a bit

confused. I spoke with [redacted], our service advisor and he assured me that our

coupons are correct and that our standard oil, lube and filter charge is $46.95

plus tax. The coupon that [redacted] said the customer had was a booklet of coupons

we sent to our customers that included a oil change for $29.95, and it clearly

says (this is not a check, not redeemable for cash. One transaction redeemable at

Carl Burger CDJR only. Expirers 12/31/2014. The coupon book gives the customer

a $17.00 savings. Bottom line there is nothing unethical about the way we

generate business. I have attached the coupon so that you can look at it as

well.

Thank you,

[redacted] ###-###-####

Review: On 1/2/2014 I leased a Jeep from Carl Burgers Dodge Chrysler(CBDC) in La Mesa. The Jeep was brand new with only 6miles on it.On 2/16/2014, I was driving on the freeway when all of the sudden all the lights such as the check engine,air bags,tire pressure went on. Also, the speedometer did not work. I pulled over in the freeway alarmed of what just happened. I turned my car off then turned it back on. All the lights went away except the check engine light and speedometer still didn't work. Since this occurred on a Sunday night, I planned in called the dealership the next morning.On 2/17/2014, I called CBDC and explained to them of what occurred the night before. The lady that I spoke to advised me that my car had a recall on it in November 2013. I thought that she would be mistaken with this information since I leased this car in January 2014. She double checked and ensured me that my car was one of the cars affected my the recall. I asked her why they would lease me a car that had a recall? She wasn't able to answer. So I proceeded to try to schedule an appointment to get this problem fixed. Side note, I am 39 weeks pregnant. I'm expecting literally any day now. So I have to have a functioning car. So while I'm attempting to set an appointment she states that I never purchased car rental service so I would have to pay for a car rental. Hmm, why should I pay for a car rental when you guys allowed me to lease a car that had a recall on it? She again didn't have an answer but gave me the number to Chrysler customer service to better assist me. I called the 800 number that was provided and spoke to [redacted]. Explained to her of the problem that I was having. She was of no help either. I then asked to speak to a supervisor. [redacted] kept giving me the run around but finally after 30minutes of waiting she connected me to her supervisor [redacted]. As soon as [redacted] gets on the phone, he was very rude. Long story short, he says this is the number to enterprise we can't help you and hangs up.Desired Settlement: With this level of unprofessional customer service I would just love to cancel my contract and return the car and NEVER deal with Jeep again. I feel like since the recall occurred before I even leased that car that I should get a car rental at no cost. And an apology from [redacted] and [redacted] for being so rude and unaccommodating. To hang up on a customer is no way of doing business.

Business

Response:

Customer is not upset with Carl Burger Dodge Chrysler Jeep RAM World; customer is upset with the manufacturer and their customer service.

Review: Purchase vehicle, (that is a whole other complaint as to their deceptive ways). Purchased vehicle, it had some body issues that I brought up, they told me to bring it back to be checked by the body shop. Had a noise when operating the van start to occur along with a problem with one of the seats and the body issues, took it in, asked them to fix the seat (they did) find and fix the source of the noise, they said they couldn't hear the noise and tried to fix what they thought the noise was. They told me upon pick up they needed authorization to fix the body issues. The noise is not fixed and I have made about 6 calls to find out about bringing it in for the body issues. The passenger side door is bent at the bottom, the drivers side door and sliding door are out of alignment and allow road and wind noise in.

I'm thinking the car may have been in an accident and then repaired at a level that is far lower than expected and sold to us with false promises. We expected a lot more from the Carl Burger name and got far less.Desired Settlement: I am very disappointed in the whole transaction from start to finish, I have gone through nothing but problems and while I would like to give the van back I know that is not an option so I just want the van fixed as promised so I can put this behind me.

Business

Response:

Review: I was traveling through San Diego area, visiting my parents, January 2013. My 1998 Dodge Ram 1500 was experiencing severe front suspension issues. I sought repair at the dealership. In addition to repairs to the suspension, I had to install one "freeze plug", and a brand new radiator with the required new hoses that support the radiator and cooling system. In addition, they were supposed to "flush" the cooling components properly before installing the new radiator components. All of this work amounted to $4,200.00. The service writer explained to me at the time that there were several "freeze plugs" and although they were changing one of them, it would be best to change the rest at some future point because they were showing signs of wear. He also told me the water pump was on its way out and I would have to take care of that issue at some point. We didn't do these extra steps at the time because I was traveling, and the above work was already costing a significant sum. Only 8 months later, August 2013 my cooling indicators showed trouble, and I took it to the Dodge dealership here in Clovis, CA. On inspection, they confirmed that the water pump would need to be replaced, however, they also told me that "whoever" did the radiator job previously did not perform a competent/adequate flush, and my "new" radiator was filled with the same kind of rust and other debris that were present in the old radiator and required it to be replaced in January 2013.Desired Settlement: The thing I am most disturbed about is I tried to resolve or just discuss the issue informally by e-mail, and telephone. But I never received any follow-up contact about the problem. I then laid out the above information in a formal letter to them, and not a single attempt to contact me or discuss the issue has been made. In the letter, I pointed out the above, and told them I believe they should make some type of arrangement with the Clovis dealership to replace the "new" radiator. I provided them with estimates from the Clovis dealership that only concerned the radiator issue. I am more than aware of the water pump and freeze plug issues, and I can settle those repairs with the dealership here, and for those matters, we had discussed those at the time, and I have no issues about those matters. A radiator expert in the Fresno area told me that the rust has now "corrupted" my "new" radiator, and the life of it has been diminished. The only alternative for me is to have them perform a "rod out" but then I don't have a "new" radiator which I feel I have every right and expectation to have because that is what I bought and paid for at the time of service. The technician clearly failed to perform adequate work, and my guess is he cut a corner to save money for the dealership.

Business

Response:

To whom it may concern:

Mr. [redacted] brought his 1998 Dodge Ram 1500 to [redacted] Burger Dodge on the 3rd of January with 92732 miles on it with a concern that the radiator was leaking, along with the upper radiator hoses being soft and worn. There was also a note to check for a possible freeze plug leaking.

The vehicle was inspected and along with other items, Mr. [redacted] authorized the replacement of the leaking radiator, upper and lower radiator hoses a new thermostat and flushing out the cooling system. Flushing out the cooling system was important because it was noted that the cooling system had already been compromised and had rust in it. The chemical that was added to the cooling system helps remove all the loose debris at that time.

Mr. [redacted] stated to [redacted] at Clovis Dodge that his car’s engine temperature was running in the red zone. With that he found it necessary to add coolant to the cooling system. The leaking water pump would explain why the cooling system was low. One thing that causes the formation of rust in a cooling system is the presence of air. When the coolant is low and there are places for air to come into contact with the engine block, rust begins to form.

I feel [redacted] Burger Dodge has done the repairs to Mr. [redacted]s truck with the best intentions and results. The technician that did the work is certified to the highest category by Chrysler, is ASE certified and has been working at a Dodge store for the past 15 years. He is highly qualified and experienced in this type of service.

After receiving the fax from Mr. [redacted]s, I reached out to [redacted] at Clovis Chrysler and over the past two weeks have left three messages with the young lady that answers the phones. I have yet to receive a call back.

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

The business does not appear to be accepting any responsibility for the lack of proper evacuation of my coolant system. The letter references some type of argument that air can rust out the radiator. But Mr. [redacted] has never inspected the radiator, and the Dodge personnel here in Clovis, CA assure me that "air" has not created the kind of left-over rust, and debris in the system that should have been removed by the technician.

Review: I asked my salesman [redacted] multiple times to remove any aftermarket GPS or alarm system on my new 2014 Ram 3500 before I take ownership and leave the lot. First he told that they only put the GPS warning stickers on the windows of vehicles to deter would be thieves. The next day when I arrived to pick up my truck I asked again and he stated that there was no GPS or alarm system ever installed on the truck. A month later I find a poorly wired GPS unit in the engine compartment hidden underneath the main fuse box. I am very upset that my privacy rights has been violated. When I ask for something as simple as removing a GPS unit I expect it to be done.

Business

Response:

In regards to the Revdex.com complaint from [redacted], here is what we concluded. Miscommunication on our part lead to the GPS system being de-activated and not entirely removed. When we de-activate the GPS it is rendered useless and will never communicate again. After explaining this to Mr. [redacted], he removed the unit and we apologized for the inconvenience and frustration this may have caused him. [redacted]

General Sales Manager

Review: To Whom It Concerns:

My name is [redacted] and I am extremely dissatisfied with the service I received from [redacted].

1. In February the 2013 Dodge ram that I purchased at [redacted]e was totaled. This is when I initiated the gap procedures with the insurance company. It was explained to me, by the Gap Insurance representative ([redacted]), that they would gather all necessary documents from [redacted] to pay the balance. That was back in March, it is now June 15 and [redacted] has not given them the documents they need.

2. The gap insurance company has contacted me to retrieve the documents. Last week I called several times to speak to someone in your finance department. I left messages, but didn't receive a call back. Finally, on Friday the 12 of June, I made contact with the finance guy on duty (sorry cannot remember his name) but it was explained that the documents I need were filed away and I would get a call back with the documents. Again, I never received a call back and was immediately dumped into someone's voicemail box every time I called.

3. I had to take off work early today, the 15th, to walk in because once again I could not get anyone on the phone. I called 5 times this morning and asked to speak to different individuals to get help. Again no help and no call back. What kind of service to you teach the people that work for you? It's extremely obvious that the customer isn't your first priority.

4.When I walked in, I was told by the receptionist that everyone was busy and could I wait. I have been waiting since March and told the lady I would not. The sales manager talked to me and pointed me to the finance department. As I walked into the finance office there were 4 individuals standing and sitting around a computer next to the TV. No one asked if I needed help. I stood there for close to five minutes, looking at the four men, they looked at me a few times and yet didn't engage me or say anything. I had to ask them if I could get some help.

Those are my main problems, since March none of your employees in the finance department have helped with my gap insurance. I have occurred fees and finance charges from the bank awaiting the gap insurance payment which should have been made promptly after my first contact. When I arrived today, I spoke to [redacted] and he has assured me that he will have the theft and ciljaet contracts, along with the documents stating refunds for both (from the dealership) emailed to me by 3pm tomorrow the 16th.

Our problems with [redacted] started in March when my wife and I came to look and eventually purchasing two vehicles. Due to arrogance, rude behavior of the sales people and being lied to that we could not get financed we chose to leave and not purchase 60,000$ worth of vehicles from [redacted]. I could not believe how we were treated.

We went to [redacted] in [redacted], the next day, and purchased a 2015 Jeep Grand Cherokee (limited edition) and a 2015 Dodge dart. We will refer ALL of our friends and ALL of my Marines to [redacted] because of their professionalism and customer first approach. They made it so easy, and they had no problem financing us and have been able to help us with all of our follow up services/ questions, etc. Without a problem.

Never in my 19 years of military service have I been treated with such disrespect, arrogance, and over all contempt. I will never nor will anyone I know purchase a vehicle from [redacted]. I am deeply appalled with your company and its employees.

Sincerely,

[redacted]Desired Settlement: Wish to be contacted by the buisness to address the issues.

Review: I bought a 2005 Dodge Ram diesel pickup truck. Over the course of 6 years I have had to replace the transmission 4 times. I bought the BEST warranty when I bought the truck. Even though I had bought the "BEST" warranty I had to even come out of pocket for one of the transmissions. I did so without complaint. It had been JUST over one year since my last transmission was put in and now I need another one. Carl Burger has done the work work each and every time so I took it back to them again. They agreed that this should be covered under the warranty even though the mileage is just over the warranty period. They kept my truck in their shop and had me call Chrysler customer care and they too agreed that this should be covered. Chrysler customer care seemed like they were going to take of it for me and even rented a car for me for over a week. But then came back to me and said that they were not going to help after all. I went and talked with Carl Burgers Dodge and they agreed that it should be covered and Chrysler customer care said they were going to appeal the decision that the local area manager had made. My truck stayed in the shop at Carl Burgers for almost two months awaiting an appeal. After a very long waiting period it denied yet again.

I had the truck towed to a local transmission shop where I came out of pocket for a new transmission thinking I would simply take this matter to small claims court. Now the story gets better. After the transmission shop put the new transmission in they took it for a test drive and discovered that something was not right. They had a diesel tech look and the motor and discovered that the entire time I have had this truck the motor was the reason I kept going through transmissions. I now need to have my motor replaced. I now went back to Carl Burgers Dodge and spoke to the GM and again they agreed that they should have caught this the FIRST or at least the second time they replaced the transmission but for sure the third time. All the transmissions were replaced while under warranty and this should have been discovered a long time ago. I went back to Chrysler Customer care and again Chrysler is telling me that this should be covered but Carl Burgers is the one that needs to cover this as they are the ones that missed it the first three times. Carl Burgers is telling me that Chrysler needs to handle it. My truck has now been in the shop for about four months and both Chrysler AND Carl Burgers is telling me that it should be covered but neither one will step up. It is my belief that Chrysler had paid Carl Burgers more then three times to fix this problem and I even came out of my own pocket to get this fixed and they are refusing to back their work or promises up. It will cost me over $20,000 to get this fixed.Desired Settlement: I would like to see Carl Burger either repair or replace the motor and tranny has they promised.

I have already paid for the transmission which cost me over $6,000.

Business

Response:

To whom it may concern,

In response to the letter written by [redacted]:

[redacted]’s truck was brought in to Carl Burger Dodge on the 13TH of September with 127533 miles on it with a concern that the RPMS would raise when putting the truck in park. It was determined by our transmission technician that there was a problem with the torque convertor. With that failure it was recommended that the transmission be either replaced or overhauled. Mr. [redacted] contacted Chrysler to seek warranty repairs for the truck. The needed repairs were outside the warranty parameters set by Chrysler LLC.

As he stated in his letter, the customer service representative from Chrysler had stated that she would be able to get some type of warranty relief for him due to his history of transmission concerns with this truck. After quite some time, Chrysler decided not to help with the repairs.

Mr. [redacted] decided to take his truck out and have a transmission replaced at an outside shop. After the transmission was installed in the truck it was determined that one of the engines crankshaft main thrust bearings has come loose. The service needed to repair that item is to replace the engine. I contacted Chrysler to see if they would be willing to help with the repairs and I was told there would be no warranty repair since the truck was past the diesel engine factory warranty of 84 months or 100,000 miles.

Service Manager

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

Review: I purchased a car. Added extended warranty. Was told that two services ( satellite vehicle recovery and paint protection ) were included in. I tried to deny the services to have the price come down but was told that they were a " throw in and basically free" so I agreed. When I saw the bill there were two fees of $695 each. I called the dealer and asked to cancel these two fees but was told that it was not possible to cancel these services and return the money.

My issue is first that he said they were a throw in and I shouldn't deny them. And second that if I have not received the services yet why can I not cancel them?Desired Settlement: I would like to cancel my extended warranty as I am still within the Sunday to do so and I would like to cancel the add on paint and satellite fees.