Covert Chrysler Dodge Jeep Ram

Revdex.com:
I have reviewed the response made by the business in reference...

to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. However, when I inspected my vehicle from Covert Dodge, one of the rear rims had damage on it. Substance was some kind of chemical that ate the finish. I repaired wheel at my own expense because dealership sales manager gave me an extremely hard time about it and was only going to repair up to $45.00 value and only at their Austin dealership. It isn't feasible for me to drive up to dealership and have this taken care of, so I had rim repaired where I live in San Antonio for $100. I have yet to receive my down payment and rim repair reimbursement. The Ford Raptor loan was finally paid in full as of 2 Feb 2017. I will never do business with Covert Dodge nor will I recommend them. Finally, the Sales Manager lacks customer service skills for him to act in a manner the way he did to me, and especially in front of other co-workers. Sales Manager handled situation very very poorly. Thank you Revdex.com.  
Regards,
[redacted]

Understanding that Revdex.com dispute resolutions are public, I feel it is important to address the insinuation that Covert CDJR "robbed" a customer.   Attached is the NADA Valuation for the specific vehicle the customer chose to trade in.   NADA average trade in valuation is $11,850; we valued for the vehicle for $12,300 - $500 more than the unbiased third party valuation.   The loan balance owed by the customer on a vehicle is not a determining factor in its value.  We strive to be transparent and provide fair value in all our transactions.  This same high standard was applied for this customer.  To suggest we robbed someone is unfair and hurtful to the reputation we have built over the last century serving Central Texans automobile needs.We are more than willing to assist the customer in trading vehicles for something more appropriate if circumstances have changed and have expressed that to the customer.    [redacted]Partner Covert Auto Group

Hello,
According to our diagnostics performed on this customers vehicle, and many conversations between Chrysler and ourselves on the mileage issue, it was deemed that the aftermarket radio was known to make the odometer flash randomly. That issue will definitely cause an inaccurate odometer...

reading. Please view the attached conversations we had with FCA regarding this issue. We did not drive this vehicle the 600 miles we are being accused of. We were at this time, and still are up to 3-4 weeks behind on diagnosing vehicles, and we apologize for that. But please feel reassured that that in no way would anyone drive our customers vehicle excessive mileage without permission from a customer.
I have attached the appropriate documention from FCA that explains our findings.
Thank you,
[redacted]
Service Director
Covert Chrysler Dodge Jeep Ram

We at Covert Chrysler have reviewed the complaint against our department and would like to respond accordingly. In the case of Mr. [redacted]'s vehicle ( [redacted] ) it is true we have made attempts to repair an intermittent noise coming from rear suspension area. Please be advised that we where...

in complete contact with Chrysler engineering about this issue and that all repair attempts were covered under warranty. Mr. [redacted] was also provided with adequate transportation at no charge to him while his vehicle was in for service. It is true that a former employee was caught driving Mr. [redacted]'s vehicle after hours and that employee was dealt with accordingly. When that happened we compensated Mr. [redacted] with 4 Brand new tires at a cost of $897.28 to the service department. The dealership has absorbed more than its fair share of compensation in order to attempt to repair this vehicle correctly. We absorbed not only the cost of the tires but his alternate transportation as well while his vehicle was here for service. We do apologize for not correcting his issue but intermittent concerns can be difficult to pinpoint exact location when it happens while the vehicle is in motion over bumps. We will object to the $500.00 Mr. [redacted] is requesting at this time. Thank you.

Mr. [redacted],
On 07/10/17 VIN# [redacted] came into our service department with a check engine light on (please see attached diagnostic printout). This vehicle had multiple Diagnostic codes for different systems in the vehicle including P0171 1/1 lean condition, P0300 Multiple cylinder...

misfire, P2097 fuel trim rich, P0131 O2 1/1 circuit low. Since there were multiple codes we contacted the customer and told them the situation, and that extra diagnostic time would be required for teardown, and that if it was a covered concern the warranty company may reimburse the diagnostic time and repair. The customer ok'ed the teardown time and we proceeded with tearing down the motor to see exactly what repair was going to be needed for the Check Engine light Concern. After teardown it was determined that lifters and rocker were creating the misfire concern, and that the O2 sensor code was caused by a faulty O2 sensor. All this information was given to the aftermarket warranty company and all repairs were covered Except the teardown, Diagnostic time and Spark plugs(maint. item). As per the documents attached, all repairs and charges were justified through the proper diagnostic procedures outline in the Chrysler workshop manual. Our establishment cannot determine what a AFTERMARKET warranty company is, or isn't going to cover to repair a vehicle properly. Then on 07/24/2017 the vehicle came back for a stalling condition in which we redid a recall for the fuel pump relay under full Chrysler warranty. With all the documents and statement attached, Covert Chrysler Dodge has determined on their end, all charges were validated and fair to perform the proper repair on this disputed claim.
I have included all documents including the original estimate by [redacted], code descriptions and work orders for this case.
Thank you,
[redacted]
Service Director
Covert Chrysler Dodge Jeep Ram

Complaint: [redacted]
I am rejecting this response because: It's unacceptable. These people should know what they are doing. I told them I had an extended warranty before any work was done.  I believe they did this because I'm a black senior citizen. I will check with Chrysler customer care and the Texas Attorney generals office.  
Regards,
[redacted]

Revdex.com:
It wasn't what [redacted] saw while doing maintenance on my vehicle, it was what I felt after I slid into a parking space. This is what led me to take my car to [redacted] to have them inspect my car. I even told [redacted] that it has to be something other then my brakes because those were just replaced, all around 7 months prior.  It wasn't until they inspected my brakes that they told me, my front struts are damaged, front and rear brakes need to be replaced and a flush of the brake system, since apparently, according to you, this isn't something Covert Dodge does when they replace brakes on a vehicle.I purchased my Charger from a military exchange program when I was deployed overseas, so I’m aware that I have to pay for repairs that come after my warranty expired, but what I’m not up for, is paying multiple businesses for the same work within a year. I feel like I’ve been taking advantage of as a disabled Veteran by being left in the dark through communication with Dodge about the work that was done on my car in March. I’m not sure if my brake pads were replaced correctly, but I know I paid $700 just in labor, for EVERYTHING they did on my car. You're correct, the turn around time isn’t right, and when I tried to clarify what exactly had been done i.e. flushing of fluids or rotor reface, I was ignored.I have attached my invoice from [redacted]. 
[redacted]

We have been in contact with [redacted] and as of this past weekend we were able to unwind the deal on the Raptor and give him his Nissan back. The issue should be resolved now.
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My complaint is not that I now have a vehicle I can not afford. My complaint is because of the circumstances I was taken advantage of and went from a bad situation of 5,000 negative equity to 12500 negative equity I was robbed 7500
Regards,
[redacted]

We have been working with Home Depot's insurance company. Every charge that has been assessed has been with Home Depot's insurances approval. They know the prices are legit and the extent of the damage was accurate. We will clean and detail the vehicle to make sure it is clean. This was not a...

small amount of paint by any means. The extent of damage unfortunately, was not seen until components were removed and the truck was given a full visual inspection. There was also a parts delay that caused this repair to take longer than expected. When the customer and I spoke over the phone, her main complaint was with the parts prices. At that time I got with our parts manager [redacted], who assured me everything was accurate and correct when it came to the prices on the parts. We have additionally supplied the customer with a full detail and a battery for FREE. Her vehicle is ready for pickup and the bill is correct for the services provided to our customer. 
 Thank you,
[redacted]
Service Director

[redacted],
I apologize for the inconvenience this has caused you and your wife. We at Covert understand how purchasing a vehicle is a huge financial commitment and want you to be provided with the best service possible during the process. I got with [redacted] this morning and he informed me that he...

delivered you the second key for you and your wifes Renegade on Saturday. I apologize for how long it took to receive delivery of the second key and can assure you this will not happen again. Please feel free reach out to me or the General Sales Manager, [redacted], if you have any other issues.
[redacted]
Covert Auto Group

Good afternoon [redacted],
My name is [redacted], Service Director Covert Chrysler. I'm reaching out to say I apologize for the trouble you are having with your vehicle. I have looked over your receipt and wanted to go over a few items. The invoice I am looking at is Invoice # [redacted], if you look...

at job #6 you will see a detailed description that we performed a front and rear rotor resurface and replaced both front and rear brake pads. Labor was 494.40 and parts were 210.00 for a total of 704.40. Then when you move down to line #7 of your receipt you had a complaint of your Check Engine light coming on. Per the description on that line we performed diag. and replaced the oil pressure sending unit. Labor 247.20 Parts 48.85 for a total of 296.05. The check engine light had nothing to do with needing brakes. I will say it is very uncommon to need brakes again in less than a year, which makes me question exactly what [redacted] saw that led them to sell you brakes again. We did not perform any fluid exchanges or fluid services. Did you have [redacted] save your old parts? I really want to help you get a piece of mind on your vehicle. Will you please send me copy of your latest invoice from [redacted]? If in fact you did need new brake pads all the way around and we have the old parts to prove it to Chrysler that they wore out prematurely, I can definitely bring it to their attention, and find out what kind of help may be available. Please send any information you have to [redacted]
 
Thank you,
Dustin Prien
Service Director
Covert Chrysler Dodge Jeep Ram

Mr. [redacted],
We at Covert Chrysler Dodge Jeep Ram understand your frustration with the communication disconnect we all had during your recent service visit. We are willing to split the difference of $214.95 in hopes of settling this dispute. We went with the Faults shown from the vehicle, which we proved with documentation, when your main concern was the -No Start- issue.  
Please reach out to me, [redacted] to get your reimbursement.
[redacted]
Covert Chrysler Dodge Jeep Ram
Service Director

Complaint: [redacted]
I am rejecting this response because:The vehicle was not worked on by another mechanic and in fact this is the only work that has ever been done on this vehicle.
Regards,
[redacted]

The clients vehicle was originally brought in for the ORC recall which is a software update to the occupant restraint control module.  This update is not intended to fix the air bag light.  The reason for the air bag light was a bad connection under the seat; we repaired the connection at...

no cost to the client.  They have picked up their vehicle.  Hopefully we have satisfied the client and apologize for any inconvenience this caused them.  Clearly we had poor follow and communication with the client during the process and will continue to improve our training efforts.

Complaint: [redacted]
I am rejecting this response because: Dear Mr. [redacted], Stating that the car was brought in because the engine light was on is not true.I. The vehicle was brought into Jeep on 7/10 because it was having major trouble starting. It would not turn on after many attempts, and when it finally did it would try to shut off on idle. As explained earlier, the vehicle was taken to a different auto repair shop on 7/06, who after running a diagnose, advised we should take the car to Jeep.[redacted]Attaching proof of vehicle invoice from auto repair shop on 7/6, where is very visible that the issue the car was brought in is because it was not turning on.[redacted]All this was explained in much detail to [redacted] when we drove the car in on 7/10. The engine light WAS NOT on. This is only an excuse to justify the misdiagnose and unrelated repair done. Why would I bring my car in for repair and hypothetically state that the issue is there´s a light on, when first, there were not lights on, and second I just spent days trying to get my car started in order to be able to drive to Jeep. Don´t you think that would be a big detail to forget to mention? Also, ya´ll kept the car for 10 days. And ya´ll did not realize the car had issue starting? II. It was [redacted], on 7/10 who advised that since no lights were on, they could not diagnose the issue. So he said, just come back once the light turns on. He also said, he was going to type everything in the system for when I come back. The next day 7/11 is when the engine light turned on, so after about two hours of trying to turn the vehicle on successfully I was able to drive the car back to Jeep. I did not understand why the light needed to turn on in order to bring the car in, but we followed his instructions. So it was actually on 7/11 when the car was left at Jeep for repair.Attaching screen shot of auto repair shop diagnose on 7/6, it shows clearly the issue with the car was that it was not turning on. It also showed the car had fuel issues, which it´s ultimately the reason why the car would not start. This document was showed to [redacted] on 7/10 as well.III. My vehicle was returned to me on Friday 7/21. However, we had to have our car towed into Jeep on 7/24 (Monday) because the car would not turn on whatsoever. Obviously, the car had not been fixed.IV. Ya´ll kept the car until 8/1. When I picked up the car, ya´ll explained the issue why the car was not starting was due to a Jeep recall. So this time around everything was covered. (Invoice [redacted]).Again, my question remains, why should I pay for $429.89 if the reason why my car was not starting was a Jeep recall and everything should have been covered?Let see, for example, if I bring a vehicle to an automotive repair shop to repair a whole in a tire, and when I pick the vehicle up, the shop has failed to repair the tire and instead they have changed the oil. Should I pay for the oil change even though that was not the problem? Especially when, hypothetically speaking, Jeep was covering the tire repair but not the oil change??? 
Regards,
[redacted]