Champion Chrysler Jeep Dodge

I (Jeff ***) am the Service and, Parts Director for Champion CJDRI have received this complaint and would like to respond to the unfortunate issue that *** *** has presentedI was personally involved with the vehicle at the time of service and am happy to
communicate and substantiate with documentation exactly what transpired with *** *** vehicle.The vehicle was brought to Champion on 7/22/and returned on 12/10/with an additional miles on it (as shown with attached document) with the complaint of uneven tire wear and feeling looseMy certified suspension technician found that the vehicle had a major impact with an object, as we found out later from customer that it was a large rockAs my technician states, he was not able to fully align the vehicle to specHe Found two codes tred c the ABS module....C006a-and C2100-As per Chrysler flow chart and as explained by iris advisor (John Lutane) the first step was to apply new software to the module and test to see if the codes returnedHe also contacted Chrysler who advised him to shift the entire cradle in hopes of resolutionUpon test driving the codes did not return MrLutane advised customer of such and asked if he would then like to proceed with the mandated maintenances as outlined by Chrysler for this vehicle at milesCustomer agreed to the servicesAfter customer voiced his complaint about :wpdinp, to replace the module,, I sided on behalf of the customer and internally purchased a Smodule and the labor to tristall the module for the customer The vehicle was brought to champion with a hole in the front tire whirn could not be repairedThat is why the front tire was purchasedStill finding problems with the suspension, Champion recommended taking the vehicle to a frame shop that specializes in concerns of this natureAgain, *** *** voiced objection to the cost of their diagnosisI again elected to side with the customer and pad the Sto the frame shopThey found that the right rear steering knuckle was bent along with internal damage to the right rear hub bearingThese issues were clearly caused by the original impact and the responsibility of repairing them falls upon the custonerThe statement regarding another shop finding the vehicle to have no oil in it was never brought to our attention, not did we perform an oil change or have any request to do so or to check the oil, The statement accusing Champion of not communicating is not valid as shown in the comment portion of the attached documentThis visit did go through both Christmas as well as New year's; however, customer was kept abreast of the vehicle status at all possible timesAlthough I sympathize with the situation that *** *** is in, I am confident that Champion did not cause any of these issues and also that through my direction, Champion went over and above in trying to help resolve the issue.Thank you,Jeff ***Service & Parts DirectorChampion Chrysler Jeep Dodge W 96th Streetindianapolis, Indiana

To Whom It May Concern- We believe we have made a fair and equitable offer to Mr. [redacted]. We did not try to trade him out of his vehicle or sell him another vehicle. We offered to replace the vehicle with abrand new 2016 Chrysler 200 with the same equipment at no cost to Mr. [redacted]. Mr. [redacted] rejected this offer and made it very clear that he wanted $42,000 in compensationand would accept nothing less even though is claim indicated that he was looking for $24,000. Mr. [redacted]'s Chrysler 200 had an MSRP of $27,310, he paid $19,436 for the vehicleafter receiving a $3,874 discount plus an additional $4,000 in manufacturer rebates. He had $13,813.62 in negative equity at the time of purchase.  We believe that his demand for $42,000 is excessive and have turned the matter over to our insurance company to handle.   Thank you,   Rick H[redacted] Chief Operating Officer Champion Chrysler Jeep Dodge RAM 4505 West 96th Street Indianapolis, IN 46268 (317) 872-6200 Main (317) 874-1976 Office (317) 627-4408 Mobile (317) 334-1372 Fax rh[redacted]@championcjd.com www.championcjdindiana.com

To Whom it May Concern-With all due respect. We have and have had a bag with all of the parts that we ordered per our agreement with the customer. Because they chose to do it on their own and elsewhere does not obligate me to pay another facility. I respectfully decline to give (more) money to this...

customer than what has been done already. Thank you. If it is needed or helpful, I will be happy to forward the emails showing that the agreement was that I would provide the parts per the customer request. Thank you, Jeff [redacted] Service & Parts Director Champion Chrysler Jeep Dodge 4505 W 96th Street Indianapolis, Indiana 46268 Main: 317-872-6200

To Whom This May Concern,
The vehicle in question was brought to Champion on 2/12/2016. As stated and signed by Mrs. [redacted] (see attached), the vehicle took multiple attempts of starting and sputtering and dying before the vehicle would continue to run. The vehicle was diagnosed by a technician at...

Champion who found the PCV valve had failed to the point that it had actually sucked the once round hose into a flat shape; thus, cutting off the air to the engine. This was causing the drivability issue. Mrs. [redacted] was called as documented on 2/15/2016 and advised of the problem and also her need for brakes and she authorized the repairs as noted (see attached). Mrs. [redacted] had spoken with the service advisor and had stated that she had just replaced the battery and the starter hoping to fix the vehicle. This was neither diagnosed nor performed by Champion. The repair was made and the vehicle no longer demonstrated the multiple attempts of starting and sputtering. She was called as noted on 2/16/2016 and advised the vehicle was ready to be picked up. 1081 miles and almost three weeks later, Mrs. [redacted] called to advise that her vehicle would not crank and that her battery was dead and in need of jump starting. Her advisor explained to her that the work that Champion had performed was with regard to a drivability problem on a vehicle that started and stalled continually and that a dead battery was not related to the repairs that were made. Mrs. [redacted] had her vehicle towed back to Champion on 3/1/2016 having authorized an electrical diagnosis for the charging issue. Champion found that the battery was discharged and place a charger on the battery to restore its electrical charge. Upon doing so, we were unable to duplicate the condition. When the advisor called the [redacted] family, Mr. [redacted] answered the phone and it was explained to him that we could not find a problem. Mr. [redacted] stated at that time that he was hearing a “fan” type noise in the rear of the vehicle (as noted in attached) which he believed was drawing down the battery. The technician allowed the vehicle to sit overnight and the next day was still unable to duplicate the dead battery condition nor did he hear anything running in the vehicle. When the advisor called back to relay our findings Mrs. [redacted] scolded him and exclaimed that her husband “doesn’t know what he is talking about” and we should not listen to his instruction. In spite of the amount of time utilized in charging the battery, testing the car and battery, and repeating, I chose not to charge the [redacted]s the $100 of electrical diagnosis that they had already authorized and they took delivery of the vehicle. After speaking to Mrs. [redacted] over the phone and having her yell at me and disrespect me and Champion, Mrs. [redacted] opted to contact Fernando [redacted], the owner of Champion. Together, Mr. [redacted] and I called Mrs. [redacted] and allowed her to voice herself and then we again explained the difference in the problem that her 105,000 mile vehicle was having now as opposed to the first visit. When I asked Mrs. [redacted] in the presence of Mr. [redacted] if the vehicle was starting and dying when first brought to us, she answered yes. To the question as to whether or not that symptom was still present, she answered no. When bringing up the topic of Mr. [redacted]’s input on hearing a “fan” type noise, Mrs. [redacted] communicated that her husband was not to be listened to. It was her belief that her husband was hearing things and making up stories (to put mildly). I offered to pay for her vehicle to be towed back to Champion and also to pay my technician internally to diagnose her problem and upon reaching that point, she could decide what she would like to do without having any money vested in towing or diagnosing the vehicle. She agreed and the vehicle was towed in. Now symptomatic, we were able to diagnose the vehicle as having a bad totally integrated power module. Mr. [redacted] approved the repair and I honored my commitment to pay for the tow bill and the diagnosis time. I will not address the slander in Mrs. [redacted]’s complaint in calling me a “jerk”, in her choice to penetrate a viper with her arm rather than speak to me, and her insults to myself and my department (as well as her husband), and rather provide all the facts that are documented and signed in defense of Champion and the allegations brought forward incorrectly by Mrs. [redacted]. Below is an email from David[redacted] (the service advisor working with the [redacted]s). Please feel free to contact me at the phone number below. Unfortunately, Champion does not owe Mrs. [redacted] anything as we have not damaged nor misdiagnosed any of her vehicle issues. Thank you for your time.
Mrs. [redacted] first called me beginning of February saying her van took 9 times to get started and she needed to bring it in for us to check out what is going on with it. We found a collapsed hose that was not allowing it to start, so when we fixed that everything was working properly van was starting the way it was supposed to. I got a call 2 weeks down the road from Mrs. [redacted] saying her car isn’t starting again and we need to get the van in so we can fix it. I let Mrs. [redacted] know that we will go over are work from last time and make sure there nothing that we missed because it was starting fine when she left the shop. So she missed her appointment and had it towed in the next day. I got the van back to Robert (tech) that worked on it and he had to jump the battery because the battery was completely drained and after we got that charged up the van was starting up like it was supposed to and after we checked our work it was done properly and van continued to start the way it was supposed to.  Before I had the chance to call the customer to let her know that we couldn’t find a problem her husband called and said I don’t know if you know but we were hearing a van run in the back of the van that we think is draining the battery and not allowing it to start. I told him that I didn’t know that so I let him know that we will have to find a fan noise or see if there is something that is draining the battery and it is $100 to diag issue because we went over our work and everything looked good on our end. I called Mrs. [redacted] to let her know Mr. [redacted] just called and let me know that they heard a fan running in the back and she told me I don’t know why my husband told you that that she wasn’t hearing a noise in the back. So I told her that we checked all of our work and everything is starting the way it is supposed to. Also let her know that it will be $100 for us to check this fan or noise in the back. So I advised her to leave the van overnight and we can see if there is something draining the battery in the morning, she said that was fine but still said we did something wrong and was cussing me. In the morning I went out to start the van and it started fine and the battery still checked out fine. I called Mrs. [redacted] and let her know we didn’t see anything wrong with the van and also let her know we wouldn’t charge her for the $100 diag this time but she did have to pay for the tow, and at that time she was telling me I was wrong and didn’t do my job that the hose didn’t need to be replaced and she shouldn’t of had to pay for that. I told her that that fixed her problem of her no start and she agreed but still wasn’t happy with me and said she wanted to talked to a manager because I wasn’t giving her the right answers. So I got a manger involved.
 
David [redacted]
Service Advisor
P: 317-872-6200
F: 317-334-1349
Thank you,
Jeff [redacted]
Service & Parts Director
Champion Chrysler Jeep Dodge
4505 W 96th Street
Indianapolis, Indiana 46268
Main: 317-872-6200

As of today, 9/1/15, we have received their title from the state of Kansas.  We are processing their title work and they will it have it this week.

Please see the attached response.

Please extend our greatest apologies to Mr. [redacted]. There was a miscommunication between departments regarding the deposit being refunded. We refunded Mr. [redacted]'s credit card for $500 on February 18, 2015. It was a complete oversight on our part. A copy of the refund is attached.
Sincerely,
[redacted]...

[redacted]
General Manager

Dear Revdex.com-Unfortunately we have had some turnover here in our dealership in regards to the person that processes product cancellations.  We have now resolved that issue and Ms. [redacted]'s check has been cut.  Check number [redacted] was cut on 8/5/16 in the amount of $256.20....

 The check was mailed on 8/11/16.  She should receive it soon.  We did cut Ms. [redacted] check number [redacted] on 4/5/16 in the amount of $256.20.  It did get mailed.  It never made it's way back to us so and it never cleared our bank.  Hopefully this will resolve the issue Ms. [redacted] has with our dealership.Thank you,Erin S[redacted]Controller317-872-6200, ext 2079

To Whom This Concerns,   This is the first time Mr. and Mrs. [redacted] have ever been to Champion. Unfortunately, the story presented to you is inaccurate. Mr. [redacted] brought the vehicle to Champion and was greeted promptly. His advisor was David Lutane who not only explained the diagnosis charges,...

but also documented the charges on the write up sheet that was signed (see attached) by Mr. [redacted]. As we honor our policy, there was not an extra diagnosis charge for the check engine light as we were given permission to repair it. There was not a charge for the brake light as we were given permission to replace the brake fluid. The only charge for diagnosis that remained was for the airbag light. A technician is paid for his knowledge and time to diagnose a vehicle issue as well as to make a repair to a vehicle. The repair to the failed module was declined, the technician was paid and Mr. and Mrs. [redacted] were charged that diagnosis as agreed. Mrs. [redacted] was not happy with the transaction in spite of not being present at the time Mr. [redacted] had given his permission and consent. She proceeded to go onto Google and slander Champion and now present her complaint to the Revdex.com. We do a fair and ethical business. We have upheld the signed work order and the policies that associate the document. We have not wronged the [redacted] family. Please feel free to contact me directly at 317-872-6200 ext 2009 with any questions that I may be of help in answering. Thank you for your time.     Thank you,   Jeff K[redacted] Service & Parts Director Champion Chrysler Jeep Dodge 4505 W 96th Street Indianapolis, Indiana 46268   Main: 317-872-6200

My name is Erin S[redacted].  I am the controller for the dealership.  I am responding on behalf of Man P[redacted].  Mr. P[redacted] is the manager at the dealership that dealt with Mr. [redacted].  I have been told that on 9/7/16 the parts to correct Mr. [redacted]'s vehicle issue were ordered.  When...

the parts are received, Mr. P[redacted] will contact Mr. [redacted] and set up a service appointment to install the parts.  This issue should be resolved to Mr. [redacted]'s satisfaction very soon.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have not heard from anyone from Champion since Wednesday of last week.  At that time their objective seemed to be to sell me another vehicle  Rick also told me that he would call me back the next day and as of today (Monday Oct. 17, 2016) I have not heard back from him.  Again, there was $7,500.00 worth of damage to the vehicle that we are speaking of, it is hard for me to believe that this was a mistake.  This accident allegedly happened during a test drive.  Therefore, a salesman would have known of this incident, as well as, the general manager, and the service department, and the parts department.  Champion was in possession of this vehicle for 4 months. After getting it back from the collision center, Champion parts/service department fixed the trunk release.  This was only 8 days prior to me purchasing the vehicle.  Also, Champion paid the $1,000.00 deductible on the insurance claim for the repairs.  As you can see, this unfortunate incident went across several different Champion employees desk, including upper management. Also let me add, that they also had over a year and a half to come across this and we never received any information about any of this.  At this point, we have sent our information to an attorney, and we are seeking council. I was hoping to come to an agreement with Champion myself, but unfortunately it doesn't look like that is going to be an option as of right now.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear...

below.[Provide details of why you are not satisfied with this resolution.]Champion Chrysler is not telling the truth. My car has been in the shop 4 times. The very first time was the oil cooler. I drove for about a week the oil cooler went out again so that is number 2. The third time the starter went out and that's when I had to pay for the $100.00 deductible because that was not covered under the manufacturer warranty so I had to use my extended warranty. So that is number three. One time I only made it to East Gate Chrysler and they replaced the oil cooler. So that is three times the oil cooler has been replaced and one time for the starter. This is all within a month 1/2 times. So no I was not abusing the car by continually driving it. I was under the impression that they fixed the problem. That is why I continued to drive the vehicle. Not once did they check to see what was causing the oil cooler to go out. And come to find out that the thermostat was broken. Who would not check that if the person comes in and says my car keep running hot and its been in your shop for the same thing three times only Champion Chrysler. I don't know what type of documentation they have but I have every receipt and I have more than two. So they again are not being honest!! This is why I am making a complaint I was treated horribly and they didn't care about my situation. I am a single mother with only one transportation they had my car for two weeks because of their employees issue. It was like we don't care about you we will get to it when we can. While its been in your shop so many times they knew my name soon I walked in there. They should have said let us see what is causing this oil cooler to go out. Then they wouldn't have to replace the engine if they just went a little deeper to see what was causing the problem. And they should have given me a rental until they fixed their own problem. I only had the car a year so I was not abusing the car. It was them not going the extra mile after the first or second time I had it towed to them for the same problem "Running Hot" I do not have my receipts with me but I will attach them tomorrow and we will see if my car was only in there once.Regards,[redacted]

See attachment for our response.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not satisfied because according to a second mechanic who I had to look over the vehicle, the original repair should have started with the repair of the TIPM, as that particular part has been a known issue in the model year of my vehicle. The part has been recalled in model years 2011-2014 in Jeep and Durango vehicles on the Dodge line, but not on the Dodge Caravans, despite the many complaint of failures and defectiveness of the TIPM. The second mechanic stated that the repair of the PVC tube would've appeared to "fix" the issue because the TIPM failure is an intermittent issue until the part completely breaks down and stops facilitating the work of the electronic components. The mechanic and Champion should've been aware of this issue seeing that they are a Dodge certified service center. I shouldn't have had to drive my car back to Michigan to receive that news, nor should I have had to been the one to call them and tell them what the problem was and what should have been repaired initially. How am I to know that the PVC tube was as broken down as Mr. [redacted] is implying? My faith in him isn't the highest, but as Champion is the only dealership we have ever utilized since living in Indianapolis, it has been easier to just return to them when I don't have the time or ability to take my vehicles to the mechanic in my hometown. I contacted Mr. [redacted] because I had left numerous messages with numerous people at Champion and the one time I received a call from Mr. [redacted], he began the conversation by being condescending, as though I am not smart or coherent enough to know anything about how vehicles work and seemingly should take his word for anything. I am a natural skeptic and when I am led around the bend once, I am not going to allow myself to be taken again. When I called Mr. [redacted] on his countenance, that is when he seemingly took offense and attempted to back track and say that he wasn't being condescending or facetious and he apologized if I was offended by the way he was speaking. I am not a stupid woman, nor am I a wallflower. Once you disrespect me, I am done and more than likely will tell you about yourself in not so nice terms. I simply wanted and want my car repaired as it should have been repaired upon my initial visit to them. There is no reason that Champion truly should be only communicating with my spouse, as my spouse's name is not even on the loan of the car, my name is. Also, I am the person that dropped the car off and yet, it is my spouse who is receiving all of the updates regarding the vehicles, back-ordered parts updates, etc. How does that even work? Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
None of this was communicated with me during this process. No one told me that they was going to submit a new application for funding with my name on it without my knowledge. No one told me that the current account would be paid off and a new account would be opened without my knowledge. The only way I find out is be receiving an alert that a hard inquiry has been added to my credit report. I then have to call around to find out what's going on. 
Regards,
[redacted]

COMPLAINT #[redacted], [redacted]

To Whom It May Concern-Chrysler Capital called this customer and asked him if he purchased Etch or not because there were two contracts in for funding at the time.  The original contract that was funded had Etch on it.  The customer stated he did not purchase Etch and the correct payment...

should be $1 or $2 less than it was.  Chrysler contacted me at the end of March and said we would have to send an unwind check because of their conversation with Mr [redacted].  I requested that we send them the difference between the two contracts in the sum of $233.XX and they said that would not fall within the compliant guidelines.  Based on the discussion they had with Mr. [redacted], they said the only method for funding the correct contract was to unwind the original deal and get the new one with a new approval funded.  I complied with the banks request.Cross [redacted]Finance Director317-872-6200

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  I refuse to continue to argue with this business over 110.00.   This is ridiculous, the tech who performed the service was told by husband the entire history of the airbag light and how we had it previously diagnosed in south bend.  My husband thought the tech understood we wanted nothing done with the airbag light.  My husband argued with this tech on the phone about the diagnostic on this airbag light.  When I picked the car up that day, I gave my name to the tech named in the response by the business, he looked at me and said, "no charge for today, if you wait outside I will have your car brought around"   Obviously realizing his mistake he came back to me ten seconds later telling me he mixed me up with someone else and blaming it on a busy Monday.  I paid my bill and didn't argue about the airbag light having been pre-warned by my husband how rude he was treated in the phone.  I feel bullied by this business because after writing reviews on Google and Yelp they posted responses that basically called me a liar.  I am over it, I don't want the 110.00 back I just want peace in my life and a service provider I can trust to own their mistakes and everyone makes them.  What kind of a world do we live in where you can't complain about a service provider without feeling bullied.  I deleted my reviews for that reason.  Just delete the complaint, I don't care anymore.  I give up, let them win. against two people struggling to live on social security.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

To whom this May Concern, I was made aware of this customer when I returned from Texas with the owner. That is a completely dishonest statement from the customer. This customer has purchased a used truck that has oversized tires and wheels on it. The issue with the spare carrier is directly...

related to the weight of the aftermarket wheels and tire. This is NOT a warranty situation and I will not commit fraud. This customer also had an aftermarket battery installed in the truck with the Mopar battery on the L/F floorboard….stating that the battery was the original and wanted us to warranty that as well. Again, not a valid claim. My process is to actively deliver every vehicle and advise about the survey and ask for a return. To provide each customer with my business card and a letter that I have prepared requesting anyone to reach out to me if there is any issue. This is followed up the next day with an email thanking the customer for their business and again to advise on the survey and how Chrysler interprets the survey. In the event of a bad survey, yet another point of contact to customer to apologize and to seek reconciliation. It was the CUSTOMER who said, “Fix the car and stop accusing me of causing the problem and then I’ll give you a good survey!”. Please let me know before I address my advisors if there is a part of this that you are in disagreement with and I will communicate that with all them immediately to comply with your request. Thank you