I am rejecting this response because: The vehicle was taken in on 11/30/for the seat repair and to determine the cause of the other issues When the first service adviser said he'd be ordering the new seat cover I requested he make sure the proper seat cover was ordered as our vehicle is a limited edition model and has different seats from the standard model He assured me he would order the correct seat covers I had the same conversation with the new service adviser who again assured me she would order the correct cover I was told via text message the seat cover was being installed on Friday, Dec Today I received another text message telling me the seat cover that was ordered is not the correct seat cover for my vehicle Seems like that could have been avoided had both service advisors simply listened to the customer I know my vehicle is a limited edition model (only 6,made) so I assumed the seat covers would be harder to get which is why I made a point, twice, to tell this to the service advisors I didn't want a lengthy stay at the dealership or to go back and forth multiple times My vehicle has been at the shop for another five days and as far as I know nothing has been done (at least they have not provided any updates regarding the other issues, only the seat cover) and we're now waiting on an ETA for the correct seat cover The rental provided is a small car, not large enough for our family of three adults and two children As a result we're forced to drive a much larger F-for family trips so we're wasting gas daily while waiting for our vehicle to be repaired Regarding the mileage/damage explanation I have to assume the service advisor was not the person taking the vehicle for a joyride He advised that the only mileage he authorized was to have the vehicle driven around the block a couple times, that does not equate to miles Still no explanation for those miles or damage and it's the techs that need to explain it, not the service advisor I won't accept an in-person explanation, it needs to be in writing and I won't accept the convenient excuse that an explanation can't be provided because the service advisor was firedThe dealership has cameras and can easily pull footage for reviewTo put miles on a vehicle at highway speeds would take over two hours, many times that for in town driving That's a considerable amount of time to have a customer's vehicle unaccounted for and should be raising some red flags When all the problems are repaired and we have a written explanation for the mileage/damage we'll accept a business response, not before
To whom it may concern.Please note copy of repair order detailing what was done to car and charges for doing itYou will clearly see that we did not charge customer for inspecting the turn signal problemWe reset system and it appeared to resolve problemWe decided NOT TO CHARGE CUSTOMER FOR ANY WORK DONE ON THIS CONCERN.I don't see how we should be expected to pay for a repair that is now needed when customer was not charged anything for this issue on this repair order.We feel that we have done nothing wrongIf we had charged customer for repair, we certainly wold look at this differently.Having said all of this the customer has been working with our shop foremen on all of her issuesWe have been waiting for her after market service contract people to let us know what they wanted us to do on her other repairs.As of this moment the customer is now happy with what we have done to help herWe went ahead and repaired her light problemI saw actual text message on my shop foreman's phone that shows clearly that she is now happyRecommend closing case.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12567427, and find that this resolution is satisfactory to me
Mrs*** has been contacted and informed her seat cover is inWe are having her come in tomorrow 11/30/to replace the seat cover and inspect her other concernsshe has had the tire repaired so I will do a reimbursement for the charge of the repairAs far as the mileage put on her car and not documented on the repair orderI have spoken to the advisor and he has since left our dealershipI will explain to her as much as I can when she comes inI am also putting her in a rental at our expense while her vehicle is being repairedThank you
We have left the customer a voice mail concerning her concernsWe have a seat cover here to replace the one she said was damaged hereWe will also repair the tire that she has a concern withWe are still waiting for a part to come in which is back ordered for her other concernAs soon as the
part arrives we will repair her concernOur voice mail stated that she can have the tire and seat cover repaired now if she wishes and than return when the other part arrivesShe has not answered us as of today *** *** Service Manager *** Chrysler
Mr*** came into Crystal Chrysler because his Dodge Ram had broken down and left him strandedWhile the customer was waiting, he was viewing the dealer inventory where he was approached by GSM *** ***Where the conversation was started in regards to the customer Dodge Ram
that was in the service departmentCustomer asks "What kind of deals do you have on a new one?" *** *** reply was "Pick a truck on the lot and i'll take $off of the sticker price after rebates. From there the customer started the sales process by test driving and giving the dealer his credit informationThen, sales manager, *** *** spoke with the customer s couple times in order to finalize the dealWhere he also fully explained how the $off was being appliedNext the customer goes into finance, spoke with Finance Manager, *** ***, and he went over the contract with the customer before the contract was signedThen customer took delivery of vehicle and left dealership, without any questions in regards to numbers discounts, or scratches.About a week later, customer comes back to dealer, wanting and explanation of the $off of the sales priceMr*** again explained to him that $was deducted from the MSRP, and the other $came as a rebateBut the customer was not happy with this explanation and started calling "Bull St" over and overAt this point, Mr*** walked away because the situation was getting too heatedA few minutes later, the sales man gets Mr*** from the sales tower, to go look at the scratch in the console / seat per the customer's requestFrom there Mr*** walked the customer to the service department to start the claim process. We are willing to warranty through Chrysler the console that has scratch, although it wasn't noticed at delivery by Mr*** or our salesperson. I hope this explanation satisfies your request for clarificationWe are disappointed there are claims of mis-understanding as we are always very careful in explaining how a vehicle is discountedAll of our advertising is complaint clearly spelling out how a "total" discount is arrived at. Please contact me if you have any further questions. Sincerely,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough the statement made is not in fact completely true they are now after three weeks fixing the issuesThe foreman *** has stepped in as of two days ago and since then has made the repairs they warrantied and submitted the proper information to my service contract that should have been done three weeks priorThey were not waiting on my aftermarket warranty this whole time as the previous employee took over a week to even contact them and originally gave them incorrect information***, has been the only person thus far to actually do anyhting he said he was going to do and has made a point to stay in contact which is very appreciated, he also apologized personally for how poorly this situation has been handled up to this point
Revdex.com Case I *** *** *** Chrysler RO# To whom it may concern, We certainly didn't communicate with customer at the level that we should have. As far as the Ppoor service that the customer is referring to, is just not totally
accurateWe were able to save the customer almost $on their bill because car was out of warranty. I spoke with Chrysler and arranged a 50/split in the cost of the repair. I am disappointed that the customer failed to mention that part of the transaction in their letter to you. We would hope that you would take this new information into consideration when making a judgment on how we conducted ourselves on this repair. Sincerely *** *** Parts & Service DirectorCrystal Chrysler Center
I am rejecting this response because:
They do not have a lifetime warranty, refer to JW Speakers website for further information Their attempt to provide information like this was just a ploy so they could get me off their property without further argumentThe warranty is limited to one year, which I have already exceeded After reading the their response, it seems as though they clearly are aware that there was likely a mistake made by the technician in damaging the lights however, they obviously continue to deny responsibilityThis business is clearly very careless when it comes to just about anything, this is a clear fact one can conclude when reading the various reviews from multiple sitesperhaps when there is a monopoly and you can only choose one dealership without driving over an hour, it is easy to forget what customer service means and also what the value of business is In the end here, I am out a $pair of headlights due to negligent and careless repairs made by this business, and all I would like for them to do is replace them They were working just fine when I dropped it off
*** ***,When customer came back with the low beam inoperative problem we checked for any obvious electrical connection problems and found noneWe then tried a new factory bulb for the low beamIt worked properlyWe then contacted STAR hot line at Chrysler to see if they knew if the
replacement of the TIPM module could have affected the low beams operationThey said that if the factory lights work then there obviously is no issue with it causing a problem with customer's aftermarket lighting systemMy advisor that has been handling this customer by coincidence had another customer in at the same timeHe told my advisor that he has the same lights from the same companyHe said that he found it to be a common problem with this light systemHe had the same problemHe told us that the lights come with a lifetime warrantyWe passed that info on to this customer. I have since called and spoken with the manufacturer about this problemI was told that they in fact do have a problem at times with their product compatibility with the com-bus system on our productI confirmed with him that if his lights are G.T.Rlights they indeed have a lifetime warranty. In conclusion we don't feel that we were the cause of this problem.Sincerely,*** ***
I am rejecting this response because:
The vehicle was taken in on 11/30/17 for the seat repair and to determine the cause of the other issues. When the first service adviser said he'd be ordering the new seat cover I requested he make sure the proper seat cover was ordered as our vehicle is a limited edition model and has different seats from the standard model. He assured me he would order the correct seat covers. I had the same conversation with the new service adviser who again assured me she would order the correct cover. I was told via text message the seat cover was being installed on Friday, Dec 1. Today I received another text message telling me the seat cover that was ordered is not the correct seat cover for my vehicle. Seems like that could have been avoided had both service advisors simply listened to the customer. I know my vehicle is a limited edition model (only 6,000 made) so I assumed the seat covers would be harder to get which is why I made a point, twice, to tell this to the service advisors. I didn't want a lengthy stay at the dealership or to go back and forth multiple times. My vehicle has been at the shop for another five days and as far as I know nothing has been done (at least they have not provided any updates regarding the other issues, only the seat cover) and we're now waiting on an ETA for the correct seat cover. The rental provided is a small car, not large enough for our family of three adults and two children. As a result we're forced to drive a much larger F-150 for family trips so we're wasting gas daily while waiting for our vehicle to be repaired. Regarding the mileage/damage explanation. I have to assume the service advisor was not the person taking the vehicle for a joyride. He advised that the only mileage he authorized was to have the vehicle driven around the block a couple times, that does not equate to 160 miles. Still no explanation for those miles or damage and it's the techs that need to explain it, not the service advisor. I won't accept an in-person explanation, it needs to be in writing and I won't accept the convenient excuse that an explanation can't be provided because the service advisor was fired. The dealership has cameras and can easily pull footage for review. To put 160 miles on a vehicle at highway speeds would take over two hours, many times that for in town driving. That's a considerable amount of time to have a customer's vehicle unaccounted for and should be raising some red flags. When all the problems are repaired and we have a written explanation for the mileage/damage we'll accept a business response, not before.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12567427, and find that this resolution is satisfactory to me.
Jun 13 17 03:11p Crystal Chrysler 06/09/17 [redacted] ID# [redacted] I have dealt with customer personally. We have been able to resolve her problems and she is now back home with her Jeep. She was very happy with the...
help that I was able to give her. I believe this case can now be closed with a happy ending. Sincerely [redacted] Parts & see !a: Director Crystal Chrysler Center
To whom it may concern.Please note copy of repair order detailing what was done to car and charges for doing it. You will clearly see that we did not charge customer for inspecting the turn signal problem. We reset system and it appeared to resolve problem. We decided NOT TO CHARGE CUSTOMER FOR...
ANY WORK DONE ON THIS CONCERN.I don't see how we should be expected to pay for a repair that is now needed when customer was not charged anything for this issue on this repair order.We feel that we have done nothing wrong. If we had charged customer for repair, we certainly wold look at this differently.Having said all of this the customer has been working with our shop foremen on all of her issues. We have been waiting for her after market service contract people to let us know what they wanted us to do on her other repairs.As of this moment the customer is now happy with what we have done to help her. We went ahead and repaired her light problem. I saw actual text message on my shop foreman's phone that shows clearly that she is now happy. Recommend closing case.Sincerely, [redacted]
I am rejecting this response because: The vehicle was taken in on 11/30/for the seat repair and to determine the cause of the other issues When the first service adviser said he'd be ordering the new seat cover I requested he make sure the proper seat cover was ordered as our vehicle is a limited edition model and has different seats from the standard model He assured me he would order the correct seat covers I had the same conversation with the new service adviser who again assured me she would order the correct cover I was told via text message the seat cover was being installed on Friday, Dec Today I received another text message telling me the seat cover that was ordered is not the correct seat cover for my vehicle Seems like that could have been avoided had both service advisors simply listened to the customer I know my vehicle is a limited edition model (only 6,made) so I assumed the seat covers would be harder to get which is why I made a point, twice, to tell this to the service advisors I didn't want a lengthy stay at the dealership or to go back and forth multiple times My vehicle has been at the shop for another five days and as far as I know nothing has been done (at least they have not provided any updates regarding the other issues, only the seat cover) and we're now waiting on an ETA for the correct seat cover The rental provided is a small car, not large enough for our family of three adults and two children As a result we're forced to drive a much larger F-for family trips so we're wasting gas daily while waiting for our vehicle to be repaired Regarding the mileage/damage explanation I have to assume the service advisor was not the person taking the vehicle for a joyride He advised that the only mileage he authorized was to have the vehicle driven around the block a couple times, that does not equate to miles Still no explanation for those miles or damage and it's the techs that need to explain it, not the service advisor I won't accept an in-person explanation, it needs to be in writing and I won't accept the convenient excuse that an explanation can't be provided because the service advisor was firedThe dealership has cameras and can easily pull footage for reviewTo put miles on a vehicle at highway speeds would take over two hours, many times that for in town driving That's a considerable amount of time to have a customer's vehicle unaccounted for and should be raising some red flags When all the problems are repaired and we have a written explanation for the mileage/damage we'll accept a business response, not before
To whom it may concern.Please note copy of repair order detailing what was done to car and charges for doing itYou will clearly see that we did not charge customer for inspecting the turn signal problemWe reset system and it appeared to resolve problemWe decided NOT TO CHARGE CUSTOMER FOR ANY WORK DONE ON THIS CONCERN.I don't see how we should be expected to pay for a repair that is now needed when customer was not charged anything for this issue on this repair order.We feel that we have done nothing wrongIf we had charged customer for repair, we certainly wold look at this differently.Having said all of this the customer has been working with our shop foremen on all of her issuesWe have been waiting for her after market service contract people to let us know what they wanted us to do on her other repairs.As of this moment the customer is now happy with what we have done to help herWe went ahead and repaired her light problemI saw actual text message on my shop foreman's phone that shows clearly that she is now happyRecommend closing case.Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12567427, and find that this resolution is satisfactory to me
Hello Bertha, the customers concern was addressed and taken care ofShe is now happy *** ***
Mrs*** has been contacted and informed her seat cover is inWe are having her come in tomorrow 11/30/to replace the seat cover and inspect her other concernsshe has had the tire repaired so I will do a reimbursement for the charge of the repairAs far as the mileage put on her car and not documented on the repair orderI have spoken to the advisor and he has since left our dealershipI will explain to her as much as I can when she comes inI am also putting her in a rental at our expense while her vehicle is being repairedThank you
We have left the customer a voice mail concerning her concernsWe have a seat cover here to replace the one she said was damaged hereWe will also repair the tire that she has a concern withWe are still waiting for a part to come in which is back ordered for her other concernAs soon as the
part arrives we will repair her concernOur voice mail stated that she can have the tire and seat cover repaired now if she wishes and than return when the other part arrivesShe has not answered us as of today *** *** Service Manager *** Chrysler
Mr*** came into Crystal Chrysler because his Dodge Ram had broken down and left him strandedWhile the customer was waiting, he was viewing the dealer inventory where he was approached by GSM *** ***Where the conversation was started in regards to the customer Dodge Ram
t" over and overAt this point, Mr*** walked away because the situation was getting too heatedA few minutes later, the sales man gets Mr*** from the sales tower, to go look at the scratch in the console / seat per the customer's requestFrom there Mr*** walked the customer to the service department to start the claim process. We are willing to warranty through Chrysler the console that has scratch, although it wasn't noticed at delivery by Mr*** or our salesperson. I hope this explanation satisfies your request for clarificationWe are disappointed there are claims of mis-understanding as we are always very careful in explaining how a vehicle is discountedAll of our advertising is complaint clearly spelling out how a "total" discount is arrived at. Please contact me if you have any further questions. Sincerely,*** ***
that was in the service departmentCustomer asks "What kind of deals do you have on a new one?" *** *** reply was "Pick a truck on the lot and i'll take $off of the sticker price after rebates. From there the customer started the sales process by test driving and giving the dealer his credit informationThen, sales manager, *** *** spoke with the customer s couple times in order to finalize the dealWhere he also fully explained how the $off was being appliedNext the customer goes into finance, spoke with Finance Manager, *** ***, and he went over the contract with the customer before the contract was signedThen customer took delivery of vehicle and left dealership, without any questions in regards to numbers discounts, or scratches.About a week later, customer comes back to dealer, wanting and explanation of the $off of the sales priceMr*** again explained to him that $was deducted from the MSRP, and the other $came as a rebateBut the customer was not happy with this explanation and started calling "Bull S
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough the statement made is not in fact completely true they are now after three weeks fixing the issuesThe foreman *** has stepped in as of two days ago and since then has made the repairs they warrantied and submitted the proper information to my service contract that should have been done three weeks priorThey were not waiting on my aftermarket warranty this whole time as the previous employee took over a week to even contact them and originally gave them incorrect information***, has been the only person thus far to actually do anyhting he said he was going to do and has made a point to stay in contact which is very appreciated, he also apologized personally for how poorly this situation has been handled up to this point
Revdex.com Case I *** *** *** Chrysler RO# To whom it may concern, We certainly didn't communicate with customer at the level that we should have. As far as the Ppoor service that the customer is referring to, is just not totally
accurateWe were able to save the customer almost $on their bill because car was out of warranty. I spoke with Chrysler and arranged a 50/split in the cost of the repair. I am disappointed that the customer failed to mention that part of the transaction in their letter to you. We would hope that you would take this new information into consideration when making a judgment on how we conducted ourselves on this repair. Sincerely *** *** Parts & Service DirectorCrystal Chrysler Center
I am rejecting this response because:
They do not have a lifetime warranty, refer to JW Speakers website for further information Their attempt to provide information like this was just a ploy so they could get me off their property without further argumentThe warranty is limited to one year, which I have already exceeded After reading the their response, it seems as though they clearly are aware that there was likely a mistake made by the technician in damaging the lights however, they obviously continue to deny responsibilityThis business is clearly very careless when it comes to just about anything, this is a clear fact one can conclude when reading the various reviews from multiple sitesperhaps when there is a monopoly and you can only choose one dealership without driving over an hour, it is easy to forget what customer service means and also what the value of business is In the end here, I am out a $pair of headlights due to negligent and careless repairs made by this business, and all I would like for them to do is replace them They were working just fine when I dropped it off
*** ***,When customer came back with the low beam inoperative problem we checked for any obvious electrical connection problems and found noneWe then tried a new factory bulb for the low beamIt worked properlyWe then contacted STAR hot line at Chrysler to see if they knew if the
replacement of the TIPM module could have affected the low beams operationThey said that if the factory lights work then there obviously is no issue with it causing a problem with customer's aftermarket lighting systemMy advisor that has been handling this customer by coincidence had another customer in at the same timeHe told my advisor that he has the same lights from the same companyHe said that he found it to be a common problem with this light systemHe had the same problemHe told us that the lights come with a lifetime warrantyWe passed that info on to this customer. I have since called and spoken with the manufacturer about this problemI was told that they in fact do have a problem at times with their product compatibility with the com-bus system on our productI confirmed with him that if his lights are G.T.Rlights they indeed have a lifetime warranty. In conclusion we don't feel that we were the cause of this problem.Sincerely,*** ***
I am rejecting this response because:
The vehicle was taken in on 11/30/17 for the seat repair and to determine the cause of the other issues. When the first service adviser said he'd be ordering the new seat cover I requested he make sure the proper seat cover was ordered as our vehicle is a limited edition model and has different seats from the standard model. He assured me he would order the correct seat covers. I had the same conversation with the new service adviser who again assured me she would order the correct cover. I was told via text message the seat cover was being installed on Friday, Dec 1. Today I received another text message telling me the seat cover that was ordered is not the correct seat cover for my vehicle. Seems like that could have been avoided had both service advisors simply listened to the customer. I know my vehicle is a limited edition model (only 6,000 made) so I assumed the seat covers would be harder to get which is why I made a point, twice, to tell this to the service advisors. I didn't want a lengthy stay at the dealership or to go back and forth multiple times. My vehicle has been at the shop for another five days and as far as I know nothing has been done (at least they have not provided any updates regarding the other issues, only the seat cover) and we're now waiting on an ETA for the correct seat cover. The rental provided is a small car, not large enough for our family of three adults and two children. As a result we're forced to drive a much larger F-150 for family trips so we're wasting gas daily while waiting for our vehicle to be repaired. Regarding the mileage/damage explanation. I have to assume the service advisor was not the person taking the vehicle for a joyride. He advised that the only mileage he authorized was to have the vehicle driven around the block a couple times, that does not equate to 160 miles. Still no explanation for those miles or damage and it's the techs that need to explain it, not the service advisor. I won't accept an in-person explanation, it needs to be in writing and I won't accept the convenient excuse that an explanation can't be provided because the service advisor was fired. The dealership has cameras and can easily pull footage for review. To put 160 miles on a vehicle at highway speeds would take over two hours, many times that for in town driving. That's a considerable amount of time to have a customer's vehicle unaccounted for and should be raising some red flags. When all the problems are repaired and we have a written explanation for the mileage/damage we'll accept a business response, not before.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12567427, and find that this resolution is satisfactory to me.
Jun 13 17 03:11p Crystal Chrysler 06/09/17 [redacted] ID# [redacted] I have dealt with customer personally. We have been able to resolve her problems and she is now back home with her Jeep. She was very happy with the...
help that I was able to give her. I believe this case can now be closed with a happy ending. Sincerely [redacted] Parts & see !a: Director Crystal Chrysler Center
To whom it may concern.Please note copy of repair order detailing what was done to car and charges for doing it. You will clearly see that we did not charge customer for inspecting the turn signal problem. We reset system and it appeared to resolve problem. We decided NOT TO CHARGE CUSTOMER FOR...
ANY WORK DONE ON THIS CONCERN.I don't see how we should be expected to pay for a repair that is now needed when customer was not charged anything for this issue on this repair order.We feel that we have done nothing wrong. If we had charged customer for repair, we certainly wold look at this differently.Having said all of this the customer has been working with our shop foremen on all of her issues. We have been waiting for her after market service contract people to let us know what they wanted us to do on her other repairs.As of this moment the customer is now happy with what we have done to help her. We went ahead and repaired her light problem. I saw actual text message on my shop foreman's phone that shows clearly that she is now happy. Recommend closing case.Sincerely, [redacted]