Clovis Chrysler Dodge Jeep Ram

Initial Business Response /* (1000, 10, 2016/03/29) */
On 8/31/2015 the vehicle was brought in for us to submit digital images to the vendor to seek approval for a broken fuel filler neck. The neck appeared to be broken from force and that was explained to the customer at the time of drop off. We...

advised her that we would try to get the filler neck covered. We decided to submit digital images because this is an extremely rare concern here at our dealership. A repair like this could be subject to warranty charge back if we performed a repair without prior authorization from FCA (Fiat Chrysler Automobiles). FCA does call parts back for inspection after we perform the repairs. If they decide through their inspection that this is outside influence the dealership is penalized by having the claim charged back. It was declined by Chrysler after reviewing the claim because they decided it was caused by an outside influence. The plastic appeared to be broken from force and not from plastic fatigue due to a manufacturer defect. We can not over ride that decision. We never stated to the customer that this was caused by them driving away with the fuel pump in the filler. It was an example given when we were asked how outside influence could have caused this issue by them. We explained that there are plenty of other things that could cause stress to the plastic and cause the filler to crack. We were not present when it broke. Another example that we did give is that it could have also been caused by leaning on the pump while fueling the vehicle. We also advised the customer it could have been weakened by someone else either tampering with the neck trying to steal gas or at a full service fuel station where someone else put the fuel pump in and fueled the vehicle.
On 10/22/2015, the vehicle came back in for a flat tire repair and an oil change. At this time I was approached by our customers fiancée and asked to review the case again. We sent the pictures a second time and explained to the manufacturer rep that our customer was stating that the filler neck just broke off on its own. The file was reviewed a second time then declined. We advised our customer at that time that this was the manufacturers decision, and that it was one that we can't over turn. We advised him to reach out to FCA (Fiat Chrysler Automobiles) directly to open a consumer based complaint and that we would do everything we could on our end to accommodate him. The decision was again that it was an outside influence that caused the break in his filler neck. This again is based on the fact that the neck is cracked at an awkward angle that is not consistent with plastic fatigue from manufacturer defect. We then reached out to our area Chrysler rep and she agreed to meet with our customer in person to see the filler neck. She met with him and still declined stating it was an outside influence. The FCA representative advised the customer face to face.
Clovis Chrysler has gone above and beyond normal procedure in order to try to get the claim authorized and replace the filler neck under warranty. Every attempt was unsuccessful. Our customer was advised from the very beginning that this would most likely not be covered. Out of respect to our customer we went through all the motions with FCA to gain authorization even though we also thought in the beginning that it was not a warrantable concern.
We did call our customer back and offer to perform the repair at a discounted rate to help out since the manufacturer would not cover the repair. Our customer never responded to the multiple voice mails left on his phone almost 6 months ago.
We have also researched online blogs and have found quite a few similar cases like our customers. Most of the cases blamed gas station attendants pushing down on the fuel pump while filling the tank. They also go on to talk about prices and most have referenced no warranty coverage at all.
Unfortunately since the fuel filler neck has already been declined multiple times through multiple divisions of FCA, there is not much more We can do to help. The customer should be advised that this problem is between him and FCA and that Clovis Chrysler has exhausted all avenues of remedy for this situation. If the customer wants to bring the vehicle in for the repairs we would be happy to take care of them. They will have to pay for the repairs unless FCA decides to over ride their decision.

Initial Business Response /* (1000, 10, 2015/12/04) */
[redacted], we are sorry for any mistakes that we have made, unfortunately we do not keep records of information for customer that do not purchase vehicles from us. We have a filing system for paperwork of unsold customers that we shred bi-monthly....

We do our best to ensure proper information gets input to the credit bureaus but a mistake as simple as a typo can trigger verification of employment. We do apologize for any sort of negative experience at our dealership, that is not our goal. Our goal is to provide excellent customer service to each and every customer every single time. We will handle our shortcomings internally and the parties involved will be reprimanded accordingly. As far as copies of the information that we do take in we do provide copies when requested at the time the customer is originally here or shortly thereafter. Again we apologize for our short comings and we will work hard to correct them.
Initial Consumer Rebuttal /* (3000, 12, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was not an issue of a typo- This was purposely entered with the salesperson and my wife. As I stated, I had got up to go out and look at the vehicle to be sure of my decision and information was done. When I got back to office, the salesperson was not there and I asked my wife what he was doing and she said he was entering my social and information. She said he asked about her info but was running the application solely as mine. That I found out was not true, as he included her employment data and ran it with my SS# all under my name and now it looks as if I have been employed by the wife's employer. When we submit data upon ourselves, we must be accurate and truthful as it will negatively affect our persona. When someone else does this and you suffer the consequences, it is unquestionably irresponsible and may take several years to be justified and/or corrected, and may never be. I will not forget the rude behavior of the salesperson the following day or the manager that represented the facility- IT IS NOT AN ACCEPTED BEHAVIOR AND IS DEMEANING- at the same time, I WILL NOT CONTINUE TO CARRY THIS NEGATIVE EXPERIENCE FOR YEARS TO COME THROUGH MY PERSONAL DATA/INFO AS A REMINDER OF SUCH UNPROFESSIONAL AND DEMEANING BEHAVIOR- I will do what I must to clear my name first and foremost and justify my experience with proper compensation-

Initial Business Response /* (1000, 10, 2015/12/04) */
After much work involved by all parties involved it was determined the best course of action to get the customer an optimal rate with the bank (determined by customers credit) was to put $800 down. The customer negotiated the best deal that we...

could get him based on all of the criteria necessary to consummate a car deal. The $800 is due Clovis [redacted] Dodge Jeep Ram and we will handle the matter through civil court. Thank you.
Initial Consumer Rebuttal /* (3000, 12, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To start civil court is more than 5000. They never address the compliant . I will file a report with the DMV who investigate dealership who engage in activities like this. My compliant is not the down payment but how they switched the price of the car 1000 more than what they had told me. They first wanted a higher down payment and agreed to 800 . So they changed the price of the car with out letting me know .