Computer Doctor

I have attached a copy of the buyers order which the customer signedI have several issues with this complaintPlease note that on the bottom right part of the buyers order the lease tuis referencedPlease note it doesn’t say anything about us paying a payment on the lease turn in or giving
the customer a check for the $We are very specific with these scenariosThe customer also never called us and asked about us paying that paymentHe simply put in a complaint to the Revdex.comOn another note with this customer, he had a conversation about a Tonneau Cover before he had leased this vehicleIt is not written anywhere on the buyers order that the deal included a Tonneau CoverThe salesman did remember the conversation and told him we would get him a tonneau coverWe later found out a tonneau cover was not available yet for his Cherokee and offered to pay for his Plates instead which the customer agreedThat was $(page of attached docs)Shortly after a Tonneau was available and the customer asked again for thatThe salesman said we gave you the plates insteadThat wasn’t acceptable and the salesman GAVE him the tonneau cover (page of attached docs)So we have given the customer a tonneau cover and paid for their plates, both were not part of the deal ($234.83)We didn’t tell the customer we were going to make their last payment, I believe he assumed it was handled since he was turning in his leaseWe did in fact terminate his lease but we were not responsible for any remaining payments.? Thank you,*** ***-General Manager

Yesterday I spoke with *** *** on the telephone? She claims that we are refusing to give her copies of the repair orders that she has requested? This is simply not true.I told her that I had records of visits that she made to our dealership and would provide them to her? In
fact the records have been emailed to her already? She claims that she already has the records and she wants to match them up with what we have? She is asking for the technician notes? The technician notes are printed out on the invoices that she has, which are exactly the same as the invoices that I am providing for her? However she is looking for something more? What exactly she is looking for, I’m not sure? What I think she wants is our proprietary information, that are for our records only, those are what I will release under order of subpoena only.At this time I am willing, have emailed, and told her that I would, provide copies of the invoices of the repair orders that we have.She claims that the repair that was made is not working? This repair was done in December of 2014, we have not been given the opportunity to verify the condition.*** ** ***North Olmsted CJDRVice President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[This consumer response was received by Revdex.com staff member AH and is a copy/paste; please also refer to the attached documents.]ID: [redacted]Hello [redacted]  These are the screen shots that I took when I was searching for vehicles. I first saw the vehicle on cars.com on 12/20/17 and made a visit to the dealership on 12/21/17, and the vehicle was priced at $12,777. I returned to the dealership on 12/29/17 in which the vehicle was then priced at $12,490 which is seen in the photo names jeep NOL, the dealers website. When The photo has "reduced since 12/26/17 by $1,500.When I spoke to Rick, the sales manager on 1/2/17 he too told me that it was not $1,500 off, but could not explain why it has 12/26/17. The sales person the I spoke with on 12/29/17 names George "mac" [redacted] told me that, the two people who were listed on the listing Tony and Stew  were no longer with the dealership. I called the dealership on 12/29/17 and Stew answered the phone. [redacted] also told me as I showed him the url on my phone which was the dealerships website live time that the listing showed that , he then said that a third party controlled their website and that they made the mistake and the dealership was not responsible for that, that it was supposed to be 11/26/17. When I spoke to Rick on 1/2/17 he asked me where did I get 11/26/17 from and I told him that is what Mac said, to which Rick had no reply. When Rick and I spoke he said that he has a log that tracks all the changes made to the price to which he proceeded to read. I asked him on 12/26/17 how much was the vehicle he said that that was the date the vehicle was changed from $12,777 to $12,490. I asked him why does it say reduced by $1,500 since 12/26/17 and he told me if your hoping to get $1,500 of the car thats not happening. The ad portrays that they price is being reduced from the price it was on 12/26/17 which was $12,777, the price that Rick confirmed for the vehicle as well for that date. https://www.northolmstedcjdr.com/used-North+Olmsted-2014-Jeep-Cherokee-Li...⇄ Jeep Cherokee Limited in North Olmsted, OH ...www.northolmstedcjdr.comResearch the 2014 Jeep Cherokee Limited in North Olmsted, OH at North Olmsted Chrysler Jeep Dodge Ram. View pictures, specs, and pricing & schedule a test drive today.Here is the URL that still has the same thing as of 1/3/17.5 Attachments
Regards,
[redacted]

Our dealership has done nothing wrong with this situation. The customer told us they had 2 payments left of $317 and in the email to us admits they told us they had 2 payments remaining. It is correct that the customer was going to put $866 toward the lease and they would pay the remaining...

payments which was 2 payments per the customer. Now that the customer was wrong they expect us to pay the difference which is unfair to us ( the dealer). Also, the customer is asking us to pay $1300 for their mistake which also does not add up. If they had 3 more payments than they thought they had, that would be $951. So we don't know where the $1300 is even coming from. When we did the lease turn in paperwork, all we enter into Chrysler Capitals system is the mileage on the car, how many keys, does it have the manual, spare tire and original radio. At no point does it inform us as to the number of remaining payments as the customer believes it does. The customer also contacted Chrysler about the situation, who then contact us for more information. We explained to Chrysler exactly what happened, and they closed the case as it was not our fault. The customer is blaming us for their admitted mistake. We are not responsible for their mistake.

Nothing has been solved yet. The problem not diagnosed with the electronics of the car including the abs brakes have not been diagnosed. And the radio issue hasn't been looked at. I was offered 6 months of sat radio usage , which does not help me for the 1 year I was originally guaranteed either. Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

[redacted], I am responding to the complaint by [redacted].  The entire issue with this situation is a result of [redacted] not allowing us to have income cleared upfront. We only had one bank who had given us an approval and it was [redacted]. They did however ask us for proof of...

income. [redacted] is an independent contractor and I did not have a paystub that showed a year to date and taxes coming out. In that case they wanted 2 years tax returns with a schedule C as proof of income. [redacted] had taken a leave from work and did not have that. [redacted] also told her that they would use bank statements but she also did not have that. I was then able to get [redacted] to approve the loan without [redacted] having any income and just using her mom as the only income. The problem there was that her mom’s paystub showed very large deductions which are also taken into account when verifying income. Again I tried to get [redacted] to clear the income upfront but was told that it is their policy that they would NOT clear any income upfront. This puts us as a dealership in a bad spot as we do not want to deliver her the car and then if it does not check out make her bring it back. That is not good for either party involved. I told her we could do all of the paperwork, send in the loan papers and if it clears then they could pick up the car. If it did not clear then we would not be able to help her. She agreed and we did all the loan papers on Thursday 7/23/15. The loan did fund on 7/24/15 and she picked up the car on 7/25/15. [redacted] also keeps referring to the credit score difference. [redacted] had her credit score as 612 and we had a 591. I told her that [redacted] was using their score and not ours and that ours had absolutely no impact to the approval.  [redacted]-Finance Director

I have made an attempt to contact [redacted] about the issues that he is having with his vehicle, are product issues.  We would like to see these issues resolved every bit as much as [redacted] would.  The system reset that seems to be happening during cold weather, unfortunately has to be...

duplicated.  There is no way to know the problem without duplication.I hope to hear from [redacted] so we can get his vehicle in and look at his Satellite radio issue as well.  There have been several radio issues and many updates to the radios in our lines.Thank You
[redacted]North Olmsted CJDRVice President

Yesterday I spoke with [redacted] on the telephone.  She claims that we are refusing to give her copies of the repair orders that she has requested.  This is simply not true.I told her that I had 3 records of visits that she made to our dealership and would provide them to her.  In...

fact the records have been emailed to her already.  She claims that she already has the records and she wants to match them up with what we have.  She is asking for the technician notes.  The technician notes are printed out on the invoices that she has, which are exactly the same as the invoices that I am providing for her.  However she is looking for something more.  What exactly she is looking for, I’m not sure.  What I think she wants is our proprietary information, that are for our records only, those are what I will release under order of subpoena only.At this time I am willing, have emailed, and told her that I would, provide copies of the invoices of the repair orders that we have.She claims that the repair that was made is not working.  This repair was done in December of 2014, we have not been given the opportunity to verify the condition.[redacted]North Olmsted CJDRVice President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] <[redacted]s[redacted]@yahoo.com>Mar 20 (2 days ago)to me Complaint Number: [redacted] Mark [redacted]Response to North Olmsted CJDR’s Answer to My Claim    As I said in my initial complaint, my dispute is primarily with the manufacturer’s representation of their protection products and bureaucratic administration regarding claims.    I appreciate Paul H[redacted]’s response but it replies to only part of the situation.    He states that “Each time the vehicle was brought in Mr. [redacted] was provided a loaner vehicle and wasnever charged anything.” I did not have his loaner car for the three weeks my transmission was being repaired—12/21/15-1/13/16.    Regarding charges for the tune-up at Deacon’s, I should have been told any number of times—at purchase or any of the times it was in for service—that a tune-up was needed and the current situation could have been avoided.    On 1/13/16 (the same day I picked up my Jeep from the transmission repair at the North Olmsted dealership), I left a voice message on their phone system informing them I only made it about 40 miles before my vehicle broke down again, with the alarm bell ringing and the check engine light flashing. Since the breakdown occurred in front of Deacon’s and heavy snow was expected (and later actually occurred), I checked on the pos- sibility of getting my Jeep fixed there. I again reached out to North Olmsted CJDR and talked with Marsha several times. Deacon’s service advisor, Joe D[redacted], wanted my vehicle’s records from North Olmsted faxed to him since they were not available on the Chrysler Corporation computer.    While I was waiting at Deacon’s for the Jeep records to be faxed, I called Jeep Customer Care (800-992-1997) and talked to Steve to report this breakdown. He told me he had to hand-write the details of my situation since their computer was down. I was under the impression from my conversation with Steve that the diagnosis and rental car would be covered at any Jeep dealer.    I was still at Deacon’s. Marsha needed permission from her supervisors to fax my records to Deacon’s and eventually got it. At this point Paul H[redacted] got on the phone to me and made his offer to tow my Jeep from Deacon’s to his dealership. I asked H[redacted] and D[redacted] to work out together which agency would do the job. While they were still negotiating on the phone I left Deacon’s to board the departing Enterprise shuttle. I proceeded to rent the Enterprise car 01/14/16-01/19/16—thus the disputed $151.40 charge.    On 1/18/16 about 3:00 pm, I called Jeep Customer Care again and talked to Kyle who said I should use the code D1227 and tell the dealership that was repairing my vehicle and the rental car agency “the CAC agent said ‘this situation fits the matrix,'” which would allow direct billing of the claims to “Dealer Good Will.”    Later neither Deacon’s nor Enterprise would honor this code because it was apparently valid only for the first two owners of the vehicle and it turns out I am the fourth.    In the end, Jeep Customer Care representatives denied my claim for the breakdown incident rectified at Deacon’s because my vehicle was “poorly maintained” despite my “multiple” visits for service. Jeep Customer Care maintained they would not pay for any repairs or rentals resulting from expendable parts like spark plugs.    All my reactions to the above situations were a result of misinformation I received from Chrysler Customer Service—erroneous information primarily since the manufacturers’s computer was down and service representatives gave me incorrect code information.    Reportedly our conversations were recorded, but Jeep Customer Care refuses to take this information into consideration and pay for their mistakes.    Once again I contend the manufacturer should honor the letter and spirit of the warranty and guarantee and pay my claim.

Company responded by phone 5/3/16-RWPaul from the company called and said he told consumer if he took it to the other business, that they couldn't help him. The company charged him for basic maintenance.In his 25 years experience, he never heard of Chrysler giving a code for warranty work. They get involved and give authorization. They looked up code and could not find that code.In regards to the rental vehicle, this must have been at another dealership. The time the consumer did not get a rental car was when the company took him to the airport because he was going out of town for a few days.The reason they put so many miles on the vehicle was because they were trying to duplicate the consumer's issue. The company could find no record of putting gas in the vehicle.The company is not sure why he did not get a Car Fax Report.  The company will, as a good faith effort, send the consumer a $25 gas card and the Car Fax Report within the week.

This business response was received by Revdex.com staff member ** via email and is a copy/paste (please also refer to the attached documents.)[redacted] here is the screen shot of our website and the history of when the car was first put onto the website on November 2nd at $13990. The vehicle price has in...

fact been reduced a total of $1500 and the last reduction did occur on December 26th.  We are working with our website provider to clean up the way it is worded. Our website does clearly state that the new price now is $12490 and “everyone buys for” that price. I do hope this clears thing up for the customer. Thank you,Kurt S[redacted] G.M.

Mr. [redacted] brought his vehicle into our dealership multiple times for a transmission shutter.  Each time the vehicle was brought in, Mr. [redacted] was provided a loaner vehicle, and was never charged anything by our store, as repairs that were made were under warranty.  The most recent contact...

that I had with Mr. [redacted], he informed me that he was having trouble yet again.  I offered to have his vehicle towed to our facility and would again provide him with alternate transportation.  He declined that offer preferring to take his vehicle to a dealer that was closer to his home.  I told him that if he were to take it to another dealer and they were to charge him for anything, he would be responsible for those costs.  He stated that he understood my position.  From what I understand, and I am not certain, because repairs were made elsewhere,  He was charged for a tune-up.  A tune-up is considered maintenance and is not a warranty covered procedure.  I have never charged Mr. [redacted] anything for the services that we have provided.  I am not willing to reimburse him any monies that he may have paid to a different repair facility.Thank You,Paul S. H[redacted]North Olmsted Chrysler Jeep Dodge Ram

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The wires were discussed in the meeting with there sales person, who insured me this would not be a problem to leave them in place and that this was a common thing.The wires were only a year old I had just installed them. I have spent my time and money now to fix these issues I would like to be compensated for that.They offered a 5 percent discount on their on system for an extra cost of $4000 dollars, no real discount or help to me.I would like some type of refund for all the time I have had to deal with this.The owner refuses to admit the wires are installed correctly, per the manufacturer's instructions.  Even after showing him pictures of my gutters and the manufactures diagram.I also asked for the receipt for the new wire installed which he said he would provide but only sent me a link to his amazon account which I cannot access.This has nothing to do with leafs in the gutter, this is about the deicing wires, i'm not sure why he keeps saying that.I don not want his company back at my house.  There workers are very mad at me because I have complained, and if they are forced to work without pay I understand why.Also if he is making an employee work for his company on his own time, that is a labor law violation.
Regards,
[redacted]

[redacted]            Revdex.com response                             10/26/16We had NO obligation...

in our contract for any heat wire system. It not listed or mentioned in the contract. All agreements must be in writing (see attached contract line 20). The wire had to be removed during the tear off of the gutters that were contracted.The customer told me, when this issue evolved, that he originally installed these wires himself. If that is the case he should have made it a point to remove the heat wire and he can then reinstall it when we finished the gutters. Same goes for Christmas lights if they happen to be hanging off the gutters. There was NEVER any mention that the old wire was bad or probably bad during the conversation at the job site or with me and [redacted]. The conversation at the job was between [redacted] and the wife of this customer. [redacted] called me at the time of this discovery and I immediately remedied it. [redacted] told Mrs. [redacted] “we will return to install a new wire system”. I was still on the phone with [redacted] when he told her.If they found any dropped screws or cut off metal it most likely got lost in the leaves and shrubs.The one crew member, Colin who tore the gutters down before the installers got there, took it on himself on his own time and was going to replace the wire. [redacted] stopped him stating that the wires had to be 160 feet each and not 100 foot in length.  Colin reported that requirement to me. I then informed the customer ([redacted], via email) that the gutters we tore down were packed solid with leaves and debris and his gutters should be cleaned 3 to 4 times a year. It is dangerous to have a heat wire system in clogged gutters for 2 reasons. 1-if they forget to turn the wires off and leaves are dry they can start fire. 2-If you have ice dams and turn the heat on and the clogged gutters will force the water into the home from the overhangs. I offered [redacted] (the customer) a cost of 5% BELOW our wholesale pricing AND our material and labor cost for reinstalling this DYI system, off the price if he desired to solve the cleaning and ice issues. He chose not to and we preceded with the new EZ heat DYI system. I did enforce a disclaimer that we hold no responsibility of the systems function. It took a while for him to approve that. As a customer courtesy, we covered all the material and labor cost and provided a brand new EZ heat wire system. But before we did I offered the customer an option. It is no scam of which he expressed. It was a permanent solution to both the leaves and ice problems.After we put the new wire system up the customer complained that it was not roof wire but a plumbing wire. I proved that wrong with my order confermation of “roof/gutter heat. He emailed back 2 times stating that I provided no proof it was gutter wire.The customer sent me a picture stating that the new wire was installed wrong. This picture also showed the gutters already filling up with leaves. He sent a diagram of the instructions. I explained to him that the horizontal wire can be lifted up to the loop wire with more brackets. There were no more shipped in the boxes of the new wire. He wants the gutters for free. That is what he requested of me. We were contracted for $505.00 to install 2 new gutters. He said he is happy with the gutters. We paid over $250.00 for new wire that was NOT part of any contract yet we suffered the expense as a customer service, plus the labor to reinstall. We over delivered what our contract called out. I would be glad add the needed clips to raise all the horizontal wire in the gutter to the bottom of the loop that is on the roof.