Carson Dodge Chrysler, Inc.

My [redacted] durango (2002) was stored on the lot of carson city's [redacted] dealership about a year ago. I was told by my uncle who was and is in close relations to this company (carson [redacted]) that there would be no storage fee's and or charge of any sort to have this vehicle kept there until I had the ability to remove it from the property.There was no duration of time agreed upon. I bought this vehicle off there back lot and when I drove it less than 15 miles heading home to reno, the engine blew. With the understanding that the vehicle was going to stay there and when I was able to replace the engine still for a decent deal, I verbally agreed to store it and once had the funds to get a new engine in to action and installed would come back to do so. This was about a year ago. Now i've contacted them to find out that my uncle has quit his job and that the vehicle has been put on a lein. One week ago I was told by a rep. there that yes, the vehicle is still there and I can come get it off there lot and that it is in my name. I said that i'll be working on a plan to get it off there property within a week or two. The following week (3) days ago i'm told that my vehicle has been sold (lein sale) to a junk yard. I've requested the facts of what's happened to my vehicle and had no reply. I also do not believe that this dealership did there best to there ability to reach me about this situation. Saying they tried to reach me with three different phone numbers, when more easily they could have sent me a letter to my address listed to them from the sale of the vehicle I have the title in hand and would like to get this resolved asap so I can get it off there property.Product_Or_Service: 2002 [redacted] durangoDesired SettlementI believe I have been taken advantage by this company. They should not be able to lein sale without giving me a time-frame to remove it myself. I want my vehicle back and the legal right to take it off there lot.Business Response Contact Name and Title: [redacted] / Service ManaContact Phone: 775-+883-2020 [redacted]Contact Email: [redacted]@carsondodge.comThe 2002 Durango VIN# [redacted] was towed into our facility on 12/23/2013. Repair Order [redacted] was written to Diagnose a NO POWER/NO CRANK concern. There is a signed copy for the $109 Diagnose fee. The estimate for repairs were $7900 as the vehicle needs a new engine. on 12/30/15 Mr. [redacted] told us that his grandmother was going to call with authorization for the repairs. The Complaintent [redacted] has not made contact with our dealership in over a year and we have been trying to contact Mr. [redacted] at 3 different phone numbers and have left many messages. Mr. [redacted] had stated the his uncle [redacted] said it was OK to store the vehicle here at no charge. [redacted] no longer works here and had no authority to offer any terms of storage. [redacted] was asked to contact Mr. [redacted] and have him make arrangements to remove the vehicle. [redacted] stated he had no way of contacting Mr. [redacted]. On 02/26/15 Mr. [redacted] did make contact stating that he did want the vehicle back. On 3/3/15 I spoke with Mr.[redacted] and told him that the vehicle had been tagged as abandon and was set to be liened and sold but I would do some research as to the status and get back to him by 3/10/15. Our storage fees on this vehicle at $25 a day for 400+ days is well beyond the value of the vehicle. If Mr. [redacted] can pay the $109 Diagnose fee for the mechanic to verify the concern and write a detailed estimate of repair and a reasonable storage fee of $200 by 3/24/15 we would release the vehicle to him. On 3/25/15 we will move forward with the lien sale process.

I called numerous time and left a couple messages if someone could call me back to schedule an appointment since my ABS light turned on. I bought my jeep new almost a year and a half ago, and is still under warranty. I finally called one more time and a lady answered, I told her what had happened and she scheduled my appointment. I also asked if they had loaner cars, she replied "since your car is under warranty we do have loaners" I went in the day of my appointment and they asked me if I bought my car there at that specific dealer. I said no and they said they don't have to lend me car since I didn't buy my car with them. I thought my car is still a jeep and they just made it sound there were a whole different company. They sent me to enterprise to rent a car and they would have to see if they can reimburse me if my warranty covered. My car is under warranty, and they acted like they didn't belive me saying they have to check. I also mentioned my navigation isn't working "maps not available" they Said they would look at it. They then called me and left a message that my car was ready, they couldn't find anything wrong with my car and that they didn't know what was wrong with my navigation and that they couldn't cover my rental. I called back and asked about the maps and he replied he didn't know that they emailed the company. They just made it sound so unprofessional and they didn't know anything about my car. I think they could have worded it differently. I trusted them with my car I expect them to be knowledgeable. I asked about not covering the rental, and their response was they didn't find anything wrong with the car so they couldn't cover. "They don't make the rules" I think their customer service needs a lot of work, and I brought my car in because a light turned on and they made it seem like it's no big deal. I think the brakes are a huge deal and for them to just say nothing wrong was unacceptable, and made me feel like I was dumb to take my car in.Desired SettlementNABusiness Response Contact Name and Title:[redacted]Contact Phone: 775-883-2020Contact Email: [redacted]Dear [redacted]First of all I would like to offer our apologies for not responding to [redacted] request for an appointment more promptly.The loaner car issue is a bit complicated.. Carson Dodge, doesn't advertise loaner cars for everyone because we only have a small number to serve hundreds of customers that have purchased their vehicles from Carson Dodge. This is not a Chrysler (factory) courtesy program.Having said that, we don't come right out and tell a Service customer (that hasn't bought from Carson Dodge) that we're not going to lend them a car. The reason for this is, if the car is still under warranty like [redacted] is, AND we can diagnose a warranty problem, Chrysler will often times provide a short term rental.[redacted] Navigation is indeed not functioning properly but the possibility exists that this could be caused by the Map System not being updated by the customer.. I say "possibility" because pending Chrysler's response we don't know if a courtesy rental will be provided or not. Our Service Dept. is actively working on this with Chrysler and we should have an answer for [redacted] shortly.In closing, I agree with [redacted] that the dealership "could have worded it differently" or in my opinion; didn't take the time to properly explain a number of things including the rental or the diagnosis. For instance, if the Service Writer (John) didn't, he should have explained that it's not abnormal for the ABS lights to flash or come on when they are activated by a hard braking situation as [redacted] explained on her repair order number [redacted]. From personal experience I can advise [redacted] to never worry about feeling "dumb" as it pertains to these newer vehicles. They are very complicated and can even be challenging to the experts.Our Warranty Manager Amy Payne is handling the communication with Chrysler and will be calling [redacted] ASAP. During the mean time, she should feel free to call either Amy or myself.Sincerely,[redacted]General ManagerCarson Dodge Chrysler Jeep Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The ABS light came on before the brake became hard. "You didn't buy your car here, so we don't lend you a car" was said to me, but I understand you guys are busy. At the same time every customer is important and should be valued. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I don't need you guys to cover everything. I understand you guys are a business. But customer service is important so the customer doesn't feel awkward going back.Thank you Final Business Response Dear Revdex.com & [redacted] will be contacted today by our Service Department.We have received word back from Chrysler concerning the Radio. They have instructed us to proceed in an attempt to repair or replace if not repairable. Chrysler will authorize a short term rental while the dealership repairs the radio. Also, either Chrysler or Carson Dodge will reimburse the customer for the previous rental expense.When we originally checked the ABS system there were no "codes" indicating a malfunction and it was functioning properly at that time. Our Service Dept. will recheck the system when it's here for the radio repair.Thank you,[redacted]General Manager

I had my car, a 2001 PT Cruiser, towered to the Chrysler dealership hoping for quicker better service. I was wrong on both accounts. It was towed there Tuesday at about 1:30 in the afternoon. I was given a call saying what was wrong, and how much it would cost to fix my car. I gave approval so he ordered part. He told me that the part will not be in until tomorrow around 1 pm. So car would not be ready till late afternoon. I said that would be fine. I called the next day around 3 pm just to make sure that the part came in and see how much longer it would be. At that point I was told that the part did get there but they would now be able to get to my car now until the next day. Then Thursday just came and went no car. He promised me car Friday morning. Friday I called around 11:30 and he said his employee working on my car got something in his eye and now is at the eye doctor. He said when he gets back after lunch he will finish it. I called about 2 pm nothing. He called back around 2:30 said the switch was replaced but now had a whole new list of things wrong with my car. The battery I understand. There was no way to tell it went dead from this problem because the problem was preventing the car from starting. But all the belts he wanted me to replace and other stuff. He could have given me those estimations ahead of time not after I already had 1 total in mind then he comes along and doubles it. I agree to the extra work if it can be finished by the end of the day. I arrive a few min. early just to let him know it is Friday and he is not going to stick me. I see my car come around, park, tech take off. Then all of a sudden tech goes running for my car and takes it to the back. He forgot to put in the transmission filter or pan. What a mess that would have been. There is now transmission fluid all over the front of my car. The point is I got the royal run around there from the beginning to the end. I don't feel safe driving my car because what else did they mess up on?Product_Or_Service: repairsOrder_Number: [redacted]Desired SettlementI want an apology from [redacted] and his Manager. I want all the fluid cleaned off my car inside and out. And I do feel that I should get a small yet partial refund for all the inconvenience this caused me. My dad was a mechanic for most of his life. He would have been mortified at the way I was treated this week. Business Response To:Whom it may concern.We could like to thank the Revdex.com for bringing this to our attention. Customer satisfaction is Carson Dodge Chrysler Jeep Ram's top priority.After reviewing with our Service Manager, we agree that the customer has ligitimate concerns regarding some aspects of her repair.Her Service Writer, should have kept her better informed - instead of the customer having to call us, we should have been calling her. Regarding the customers concern of additional needed repairs and the timing of her notification of same. The technician wasn't aware of the other items until he worked on her car at which point he notified the Service Writer who then called the customer.The fluid the customer noticed was residual fluid from the transmission service. It should have been wiped off the undercarriage of the vehicle before being delivered to the customer. Furthermore, the Technician realized he didn't replace the old transmission filter and immediately brought the vehicle back to do so.. There is no excuse for this and corrective action has been taken to prevent this from happening in the future. The customer has been contacted by the Service Manager and has an appointment for 2:00 PM today (5/9/14). Her vehicle will be reinspected and properly cleaned. In addtion she will get a partial refund for her inconvenience and apologies from all employees involved in the servicing of her vehicle.Thank you,[redacted]General Manager

Complaint2004 Dodge Ram 2500 in for service/repair on A/C system. Dye was added. No work done. A/C System not working. with no reason as to why.They had my truck from 9am till 2:26 pm. The A/C system was not repaired The Service Rep [redacted] could not even tell me why or what was wrong with the system or the repairs needed.Desired SettlementRemove their accreditation from the Revdex.com inform their General Manager/Owner that the Revdex.com accreditation will not be displayed nor used in any advertisements until their service practices are changed and worthy of the Revdex.com.Business Response To: Whom it may concern,[redacted] originally signed a $234 initial estimate. This included the AC concern as well as a request to check the batteries and the overhead console.The dealership didn't charge the customer for checking the starter or battery. He was charged $175 for a A/C system diagnoses and EVAC/recharge of the AC system which included adding dye to determine if the system was leaking. During this service the Service Dept also noted the AC compressor was not receiving power. Upon notification of same the customer elected to take his vehicle and elected to not bring it back for further diagnosis and repair.[redacted]'s vehicle needed more than the original estimate of $234 to repair the vehicle. One of the customer's complaints to Revdex.com was, "The Service Rep could not even tell me why or what was wrong" It is impossible and unprofessional for anyone to guess the exact nature and expense of every repair without a full diagnoses of the problem. This is why they are referred to as "estimates".It's unfortunate the original estimate did not fix the AC problem but that's out of everyone's control.Amidst [redacted] departure he used unacceptable language in front of other customers and was politely asked to leave the building.Thank you,[redacted]General Manager Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The initial Request was to repair the A/C system and get it working. The other items were added at the last minute. CORRECT Estimates never fix problems Communication very often does. Not once in all the time I was there and available was I notified of any problem which I would have requested to be repaired. I WANTED IT FIXED. When I was told my truck was ready and told it was not fixed. That I was charged for TESTS with no conclusion. I Reacted and got upset. The extent of my unacceptable language was G.D. over the lack of communication and erroneous charge. I was loud. I made no threats. I was not asked to leave I left on my own. I will not return and will spread my story to anyone who will listen. CARSON DODGE IS A RIP_OFF! They are suppose to be the Professionals That's why they are the Dealer. Estimate, Check the problem, Diagnose, TALK TO THE CUSTOMER WITH THE DIAGNOSIS, give cost to repair, once authorized by the customer, repair. Everyone is Happy. Their team? Estimate Test, Hey you have a problem and we don't know what it is. The General Manager [redacted] needs to learn his people, teach, manage and be efficient. I won't be back. with little imagination they know why!Final Business Response To Whom it may concern:Carson Dodge sincerely regrets the customer's negative experience with our Service Department. For obvious reasons, it's very important that only the malfunctioning portion of the A/C system be repaired or replaced. To make this determination, it's imperative that tests were conducted prior to the repair. The dealership performed a "dye test" which requires that the vehicle be driven for a period of time and returned. At that point a special light is used to illuminate leaks in the system. There was also the possibility of an electrical problem with the AC unit. The dye test is one of the accepted standards in the industry for determining hidden leaks in an AC system. Guessing and replacing parts without proof of failure is not an option at Carson Dodge. The customer was notified in writing of the initial estimate. After the test(s)were completed the Service Writer attempted to explain the process to the customer. At that point, the customer became upset and left the dealership.Had the customer driven the vehicle for a day or two and returned the dealership could have made an informed diagnosis/estimate and completed the repair. Thank you,[redacted]General Manager

Took my dodge to Carson City to the Dodge Dealer for an air conditioning electrical air conditioning system problem. Was told by them that is wasn't electrical it was a bad clutch on the compressor not engaging.. Which wasn't right because I and three other people seen it engaging and was blowing cold air and that it was an electrical issue and Dodge was told this information. the compressor was just put in at a auto shop here in fallon and I was told to take it to the dodge dealership to fix it because it was an electrical issue . So after driving back and forth to Carson City this is a 50 mile distance it was not fixed by dodge but I had to pay $227.21 for them to tell me its the compressor.I than returned back to the Fallon shop where it was replaced and told them what Dodge had said was the clutch was not engaging. The owner applied power to clutch compressor worked and blew cold air once again here in Fallon it was an electrical problem. My compressor is good so I feel I shouldn't have to pay for them not taking care of the problem. I have tried contacting the Service manager at Dodge and have not received a call back.Desired Settlementthe technician failed to diagnosis the problem after they were told was it was I feel I should receive a full refund of $227.21.Business Response Contact Name and Title: [redacted]/WARRANTY MANAGERContact Phone: 775-883-2020Contact Email: [email protected] SPOKE WITH SERVICE MANAGER NEXT DAY, CUSTOMER HAD ALREADY DISPUTED CREDIT CARD AND SERVICE MANAGER HAS AGREED TO LET THE CUSTOMER KEEP THE DISPUTED AMOUNT ON THE CREDIT CARD.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My wife and I had too take off work, 2 half days too take it there. I feel we should be compensated.Final Business Response Customer agreed to full reimbursement of repairs rendered here on the phone with the service manager the next day. There was never a mention of reimbursement for time taken off of work. We do not feel we are responsible for the customer taking time off of work to come in for service work. Customer chose to take the time off work, we did not tell them they had to.